Customer service fundamentals

If you’re looking to break into a customer service environment then this course will provide you with all the insights you need to demonstrate to employers that you have the knowledge and skills required of the position. Alternatively, you may be a technical specialist moving into a role where you will need to engage with internal and external customers – this course will provide you with the fundamental principles of customer service to help you to excel in your new role.

Why do this course?

• Looks great on your CV
• Shows recruiters you have the skills they are looking for
• Gives you a great grounding in customer service

Building rapport in customer relationships

• This course covers how to build rapport with customers by being customer-focused.
• This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathising with them.

Customer service in the field

• This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance.

Customer service over the phone

• This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance.
• It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathise and be sincere with the customer.
• This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer.

Internal customer service

• This course explores who internal customers are, the expectations placed on serving internal customers, and how to treat your coworkers as you would your external customers.

Customer service confrontation and conflict

• This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration.

Shaping the direction of customer service in your organisation

• This course explores strategies used to shape the direction of customer service in your organisation including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers. 
  

What’s included?

• Hands-on interactive exercises - learn by doing

In partnership with Skillsoft

reed.co.uk has partnered with SkillSoft, the world’s leading provider of eLearning, to offer you all the quality training you need. You will be learning on SkillSoft software. SkillSoft is the world leader in e-learning for businesses, and is used by multinational companies such as FedEx, Hilton, VirginMedia and Hewlett Packard. By training with SkillSoft you will be working with an industry recognised organisation and investing in training that employers already know and trust.

Please note:

Please allow 24 hours to receive your online training details. If your order is made over the weekend, your online training details will be provided on the following Monday morning.

This SkillSoft course is not aligned to any certification or exam - it is a course to teach knowledge and skills.

This course is designed specifically for for use on desktop browsers. Performance on mobile devices may vary and compatibility with non-desktop devices is not guaranteed.