Customer Service

Description
Industry competition sits at an all-time high in today's business world. With competitors so close in terms of product quality, customer service may shine as your organisation's competitive advantage. Excellent customer service produces a steady stream of repeat business and referrals, leading to long-term longevity and success. This online employee training course covers specific techniques to address confrontation and conflict and basic principles to improve customer relationships.
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Customer Service Online course
Customer Service
Course Outline Runtime: 3 hr. 23 min.  Lessons: 32 - The course is delivered in Micro Learning Video Modules outlined below 
Welcome
  • Introduction
Building Customer Relationships
  • Overview
  • Customer - Focused Service
  • Vocabulary of Empathy and Support
  • Actions and Goals
  • Summary of Actions and Goals
Service Calls in the Field
  • Overview
  • Elements of On-Site Service Calls
  • Interaction Strategies
  • On-Site Customer Service Scenarios
  • Summary and Key Points
Conflict & Confrontation
  • Overview
  • Avoiding Common Errors
  • Angry Customers
  • Conflict and Solution Scenarios
  • Summary and Key Points

Telephone Customer Service
  • Overview
  • Principles of Telephone Etiquette
  • Providing Excellent Telephone Customer Service
  • Telephone Service Scenarios
  • Summary and Key Points
​Servicing Internal Customers
  • Overview
  • Identifying Internal Customers
  • Internal Customer Relationships
  • Servicing Internal Customers
  • Creating a Culture of Internal Customer Service
Upgrading Customer Service
  • Overview
  • Customer Service Moments of Truth
  • Good Customer Service Practices
  • Putting Good Techniques into Practice
  • Keeping Up with an Evolving Marketplace
Conclusion
Course Certification 
We award every participant who successfully completes our course final exam a Certificate of Completion, acknowledging their participation and completion in one of our courses.
 After completely viewing the course, a Certification Test becomes available to ensure the user’s proficiency in the subject. To successfully complete the test you must score 80% or higher (we allow multiple attempts). Once successfully completed you may save or print your certificate at no extra cost.