◊ CUSTOMER SERVICE ONLINE TRAINING SERIES
Online Customer Service Training
Business Skills » Customer Service
Check out these great money-saving course packages:
Only $42.95
Customer Service Series (23 hours)
ONLINE Customer Service TRAINING FEATURES
- Learn Customer Service online with these interactive online Customer Service courses.
- Affordable Pricing (Only $42.95 for the complete series)
- A full year to complete the Customer Service courses
- Retake the Customer Service courses as many times as you like
- Measure your progress with assessment tests after each course
- Earn completion certificates after passing each assessment test
1. Customer Service:1 Defining Service
Time: 5 hours
This course explains the concept of company-wide customer service and standards.
Objectives
- Define "customers" and "service"
- Gather repeat business
- Get the entire company involved in good service
- Create standards of customer service
- Define a business's customer segments
Topics
- Understanding "Customers" and "Service"
- Bringing the Customer Back
- Making the Mission a Priority
- Getting Everyone Involved
- Service from the Top Down
- Creating Service Standards
- Implementing Service Standards
- Customer Segments
- Segmenting Your Customers
2. Customer Service:2 Communicating
Time: 6 hours
This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
Objectives
- Use the best words for getting the message across
- Identify and speak to the customer's style of communication
- Use questions to get more information about a problem
- Handle conflict and angry customers
- Write purposeful letters to customers
- Write effective "bad news" letters
- Write useful instructions and manuals
Topics
- Getting Your Message Across
- Using the Right Words
- Matching the Customer's Style
- Using Questions
- Dealing with Angry Customers
- Resolving Conflict
- Writing Letters to Customers
- Breaking Bad News in a Letter
- Giving Written Instructions
- Writing Helpful Manuals
3. Customer Service:3 Fixing Problems
Time: 4 hours
This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.
Objectives
- Turn complaining customers into satisfied customers
- Create answers to Frequently Asked Question
- Answer internal questions
- Find customer wants
- Find the true sources of problems
- Solve problems
Topics
- Using Complaints
- Frequently Asked Questions
- Answering Employee Questions
- Finding What Customers Want
- Using Surveys
- Finding (the Real) Problems
- Finding Solutions
4. Customer Service:4 Building a Department
Time: 4 hours
This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.
Objectives
- Create a customer service organization
- Build teams
- Hire the right personalities for customer service
- Motivate customer service people
- Educate and improve customer service people
- Set up a good organizational environment
- Equip customer service for international relations
Topics
- Forming a Customer Service Organization
- Building Teams
- Hiring Service Pros
- Motivating Service People
- Helping the Good Get Better
- Creating a Productive Environment
- Getting Help to Customer Service
- Good Service for Your Employees
- International Customer Service
5. Customer Service:5 Tools of the Trade
Time: 4 hours
This course explains the concept of company-wide customer service and standards.
Objectives
- Choose a phone system for customer contact
- Use voice mail and phone etiquette for customer interactions
- Set up phone and fax lines
- Use electronic mail
- Help design a company information web site
Topics
- Talking to Customers
- Using the Phone
- Phone and Fax Lines
- Electronic Mail
- Communicating with Electronic Mail
- The Internet
- Presenting a Web Site
Resources for Customer Service
