COURSE OVERVIEW
Most of us interact with customers in some way. Whether we call them customers or clients, and whether they are outside the company or inside the company, all of us tend to interact with customers at some point. Therefore, it’s great to have strong customer service skills. Knowing how to build customer rapport, understand our customer needs, and being able to handle upset customers are all part of great customer service. The Customer Service Basics course will help build your skills to effectively communicate and meet your customer needs, thus helping you and your organization achieve its goals.
Upon successful completion of this course, you should be able to:
- Build your skills to perform essential customer rapport building actions
- Learn how to effectively listen to your customers to meet their individual needs
- Identify the actions you will take to strengthen customer loyalty
- Implement the requirements to delivering great customer service over the phone
- Create a plan for how you will deliver great customer service
- Discover what is required to positively serve your customers in the field
- Learn how to effectively manage difficult customer situations
COURSE TOPICS
- Building Customer Rapport
- Listening to Your Customers
- Developing Your Customer Focus
- Customer Service Over the Phone
- Internal Customer Service
- Serving Customers in the Field
- Customer Service Confrontation and Conflict
ONLINE COURSE DURATION
Approximately 70 minutes
PASS MARK
Testing conducted throughout this online course is designed to reinforce the information presented. A mark of 80% must be achieved in order to receive a certificate of completion. Participants are able to repeat the course twice if the pass mark is not achieved.
CERTIFICATE OF COMPLETION
Upon successful completion of this online course, a certificate of completion will be available for download and printing.
