Online Class: Customer Service 101
Many businesses want to achieve "good customer service". Right now that's the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused. Do you give return business to a company that provides poor customer service support? Probably not! You and everyone else want better customer service, and it's one of the driving forces of why consumers shop at one place and not another.
And so on.
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.
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.
Lesson 1: Defining ServiceCustomer service is the key. Providing good customer service is one of the only ways that we can now generate any customer loyalty.
Lesson 2: Putting Your Customer FirstIn this lesson we're going to learn how to put your customer first.
Lesson 3: Effective CommunicationHow can you meet your customers' needs? Through effective communication.
Lesson 4: Building RelationshipsThe point of good customer service is to create loyalty and get those customers coming back again and again.
Lesson 5: Effective Communication II: Appearance and ImpressionsYour appearance, gestures, and attitude make lasting first and final impressions that customers notice.
Lesson 6: Telephone ContactsWe need to provide great customer service over the telephone to those customers who prefer to communicate and transact in that way.
Lesson 7: Telephone Contacts, Part IISome additional instruction on business telephone etiquette will enable you to impress your customers with every call.
Lesson 8: E-commerce ContactsThis lesson will give you tips on how to provide great customer care, whether your business is online only or online service is one of several ways you do business with customers.
Lesson 9: Handling Difficult Customer ContactsYou try to keep your customers satisfied, but there are times after the transaction is completed that they may not be.
Lesson 10. E-mails: Getting Them RightE-mails enable you to respond quickly to customers, keep in touch with them between sales or service visits, and provide them with various kinds of information, such as order updates.
Lesson 11. Newsletters: Giving the Customer Added ValueA really good newsletter can bring you increased sales, impress your customers so that they become repeat customers, and enhance your image as an expert in your industry.
Lesson 12. Handling Difficult Customer Contacts, Part IIThis lesson discusses how to satisfy potential customers who may be difficult to deal with.
Lesson 13. Customer Service ManagementManagement is essential to maintaining and improving quality service on a long-term basis.
Lesson 14: Creating a Customer Service PolicyA written policy is a guideline that all employees can easily refer to when providing customer service.
Lesson 15: Conclusion: The Future of Customer ServiceIt is not impossible to continue to provide excellent customer service, in spite of automation and global markets.
- Define customer service.
- Describe how and why to put customers first.
- Summarize methods to effectively communicate with customers.
- Summarize techniques to build customer relationships.
- Define the roles of appearance and impressions in customer relations.
- Demonstrate proper telephone etiquette for customer service.
- Demonstrate proper email etiquette for customer service.
- Summarize techniques and strategies for handing difficult customers.
- Describe the requirements and skills needed to manage a customer service department.
- Create a Customer Service Policy.
- Demonstrate mastery of lesson content at levels of 70% or higher.
Additional Course Information
- Document Your Lifelong Learning Achievements
- Earn an Official Certificate Documenting Course Hours and CEUs
- Verify Your Certificate with a Unique Serial Number Online
- View and Share Your Certificate Online or Download/Print as PDF
- Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
- "I am extremely grateful for this course and enjoyed every video that was provided! The lessons were easy to understand and the videos helped me a lot! Thank you for all you do!" -- Melody T.
- "This course helped me get a new job in customer service. It has great pay and benefits. I am so grateful for Universal Class. I will keep taking courses to achieve promotions." -- Danielle L.
- "This course has helped me improve in every aspect. I am putting into practice everything I have learned." -- Martha B.
- "I enjoyed the class and I learned new ways in communicating with my customers. I've even used some of the lessons I learned and applied to my job with positive results." -- Mallory E.
- "I love the course it gave me more insights on how to treat people in general and not just your customers." -- Joy voke S.
- "I have spend years in the hospitality industry and worked with a diverse community of people, yet, taking this course really helped refresh my skills and I learned new information." -- Teresa A.
- "the instructor was there when I had a question he would answer right away and he checked my work he really motivated me." -- Mary V.
- "This was a fun course! It was written very well and easy to follow. I enjoyed taking this class. More people need to learn what great customer service is all about. They need to take this class!" -- Theresa H.
- "Thank you for the overall great course. I really appreciate your time and effort in making this course available to us. Overall, I enjoyed it." -- Reana D.
- "Universal classes have changed my life for the better. Very thankful. All my instructors are awesome!" -- Maxine C.
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