Editorial Review of Customer Service Training - Online Class
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This is an essential training course for anyone working in customer service! | Instructional Content Provided | | 9 | | Organization, Mechanics, Formatting | | 8 | | Originality, Tool Use, Media, Activities | | 8 | | Instructor Expertise | | 8 | | Instructor Participation | | 9 | |
"Solid Material" | Course Difficulty: Medium
Estimated Length: 2 to 3 weeks
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Editorial Course Description Basic Customer Service Training We’re living in a world where good customer service can mean the difference between a successful and growing business and one that is just “getting by” – or, worse yet, might actually be seriously struggling. Time after time, we’ve seen how a company that has a reputation for good customer service is able to thrive and constantly grow, while those that have poor customer service fall by the wayside. In today’s marketplace, knowing how to provide good customer service is a skill that is both valued and rewarded in major corporations. Go to any business seminar and you’ll discover just how important customer service is in the marketplace – and you’ll find out that those businesses that reward customer service are the ones that are always in the spotlight in a positive light. This course is designed for anyone in the business community that wants to learn the best ways to grow and expand using customer service – whether you’re involved with management, human resources, or are just a customer service representative yourself. This course is also designed for those who are looking to increase their knowledge of what good customer service means in order to advance within their chosen profession. More than just a powerful buzzword, customer service is essential to every business out there. No company is so strong and solid that it can afford to provide anything less than the best customer service out there – and this course will give you essential tools needed to build up the best customer service team possible. Editor's Comments In understanding what it takes to provide good customer service, you’ll learn the ins and outs of what good customer service looks like. You’ll see how some of the most simple techniques out there can greatly improve the experience that a customer has with your business – and you’ll learn how to make sure that just about every customer walks away satisfied. Customer service is not just about resolving problems, though. Not everyone who calls customer service is experiencing something serious. Sometimes, they are just seeking basic information – and you’ll learn how to parlay something as simple as answering a few questions into creating a valued customer. For example, if someone calls up with a simple question about prices and is treated courteously and with genuine concern, that individual might well decide to look no further than your company and give their business to you. You’ll learn that businesses are created one satisfied customer at a time. In this course, you’ll examine and learn about such areas as: · Defining service: This introduction will provide you with the tools needed so that you know what good customer service is. You’ll see how jobs have changed through the years and why there are problems with customer service today – and ways that you can improve the customer service that both you and your company provide. · Putting the customer first: You’ll learn how to deal with customers and how to best provide them with the essentials that you can give them – and also how you can exceed their expectations. The company that provides service above and beyond what the customer expects is the company that is going to have loyal customers come back time after time. · Effective communication: The student will understand that one of the key aspects of keeping a customer satisfied is effective communication. Services that are offered that are not known by the customer might as well be services that are not even provided. The student will also learn the power of effective listening – following the old adage, “We have two ears and one mouth and therefore should listen twice as much as we speak.” The student will also learn the difference between a “closed question” and an “open question,” and which one is most effective in communication. · Building relationships: Students will understand how important building relationships in customer service are and will learn the techniques necessary to move from being a voice on the television in the customer’s mind to someone that they go to when they need whatever product or service you are providing. · Telephone and e-commerce contacts: Students will see how good customer service extends beyond face-to-face encounters – and how important treating all customers with the “wow” factor is in building a business. · Handling difficult customer contacts: The student will learn how to deal with certain customers – and when it might be necessary for you to “fire a customer.” All in all, this course will prove beneficial to anyone in the business community – and many of the tools that are provided can be used in everyday relationships, as well.
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