Essentials of Customer Service (3 Hours)

Description

In this course, participants learn techniques used to shape the direction of customer service in an organization, including mapping, researching, acting on, and evaluating moments of truth. Course participants learn how to develop and implement a customer service strategy to achieve service excellence. Additionally, the course focuses on typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. The course instructs learners in how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution. Furthermore, the course covers types of internal customers and how to identify internal customer relationships. Course participants learn about the importance of getting to know internal customers, identifying expectations, and acting on those expectations. The course provides guidelines for providing internal customer service excellence and learning basic etiquette tips for answering, managing, and ending client service (CS) calls. The course instructs learners how to make a good impression by listening, using questions to probe for more information, minding tone, and empathizing with the customer. Course participants learn ways of reflecting or adapting to customers’ styles, as well as guidelines and techniques for each stage of an on-site client service (CS) visit: preparation, arrival, service, wrap up, and follow up. This course includes guidance on how to project service excellence by making a good impression in the field, through starting on a positive note, setting clear expectations, listening actively, and working to improve customer understanding. Lastly, the course covers improving client service (CS) by building rapport with customers, paying close attention to customer needs, connecting with the customer, and being positive. Participants also learn how to empathize with customers by relating experiences, reflecting emotions back to them, and normalizing difficulties.

 CE Broker:
Approval Number: 20-867396
Provider Number: 50-31808

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Course Outline

Essentials of Customer Service – 3.0 Hours

Rapport Building in Customer Service

Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you’ll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You’ll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

Providing On-site Customer Service

When you meet customers on their turf, your initial meeting forms the basis of their overall impression of you, your abilities, and your company. You can enhance customer relationships by improving the impressions you make in the field using a few tried-and-true techniques. In this course, you’ll learn about guidelines and techniques for each stage of an on-site client service (CS) visit: preparation, arrival, service, wrap up, and follow up. You’ll also learn how to project service excellence by making a good impression in the field, through starting on a positive note, setting clear expectations, listening actively, and working to improve customer understanding.

Providing Telephone Customer Service

When you’re providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right customer relationships. There are many techniques that can help you consistently deliver service excellence over the telephone. In this course, you’ll learn basic etiquette tips for answering, managing, and ending client service (CS) calls. You’ll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you’ll learn ways of reflecting or adapting to your customer’s style.

Providing Effective Internal Customer Service

When you do things to help other people within your company do their jobs better, you are providing internal customer service. The quality of that service often has a huge impact on the overall quality of client service (CS) delivered to external customers. In this course, you’ll learn about types of internal customers and how to identify internal customer relationships. You’ll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you’ll learn guidelines for providing internal customer service excellence.

Facing Confrontation in Customer Service

Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project high-quality client service (CS). In this course, you’ll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You’ll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Designing a Customer Service Strategy

There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth in customer relationships, it’s important for service organizations to add value to a customer’s experience by creating and implementing strong, clearly defined client service (CS) standards. In this course, you’ll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You’ll also learn how to develop and implement a customer service strategy to achieve service excellence.