CUSTOMER SERVICE ONLINE SHORT COURSE
Vizual Coaching
Summary
Overview
- 1 Years unlimited access,
- 24 hour support available,
- Certificate awarded upon completion to show employers your new skills!
“A customer is the most important visitor on our premises and he is not dependent on us” As Gandhi once said, “We are dependent on him”. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.” During this course we look at the different types of customer service. It is a misunderstanding that only employees who have direct involvement with customers need these skills, such as a receptionist or a telesales marketer. Perhaps you are company owner, in which case you would be serving customers and your staff.
By the end of this course, you will be able to:
- How to provide customer service over the phone.
- How online tools can aid customer service.
- Know what Customer Service is.
- How your attitude affects customers.
- How to identify and address the needs of your customers.
- How using excellent customer service can generate return business.
- How to build good will.
- How to deal with difficult customers.
Description
- Objectives
- Customers
- Internal Customers
- External Customers
- Customer Service?
- Appearance
- Stay Awake
- Being Positive
- Smile It’s Infectious
- Thinking Outside the Box
- See things from a clients perspective
- Meeting Their Needs
- Going the Extra Mile
- Turn it Back in your Direction
- Following Up
- Dealing with Complaints
- All from the comfort of your desk
- Using Body Language
- Telephone Etiquette
- The Advantages and Disadvantages
- Tips and Tricks for Providing Customer Service over the Phone
- The Advantages and Disadvantages
- Netiquette
- Email Etiquette: The Do’s and Don’ts of Email
- Tips and Tricks
- Electronic Ping Pong
- Defuse Anger
- Common Ground
- Know Your Limits
- Emotions
- Abusive Customers
- Sticks & Stones
- Physical Threats
- Ten Tips to Impress Your Customer
- Food for Thought
- Easy to follow and understand
- Only 6 to 8 hours of study is required
- Unlimited, lifetime access to online course
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, in your own time
- Download printer friendly course content
- Certificate of completion awarded with passing score for the assessment
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Adobe Acrobat Reader
Requirements
Students must have basic literacy and numeracy skills.
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.