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Description:

This is a bundled training package. It contains training for each of the bundled items below:

Course Price
Customer Service Fundamentals: Building Rapport in Customer Relationships $74.95
Customer Service in the Field $74.95
Customer Service over the Phone $74.95
Internal Customer Service $74.95
Customer Service Confrontation and Conflict $74.95

Bundle Price: $199.00
Total Savings: $175.75


Customer Service Fundamentals: Building Rapport in Customer Relationships

Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  • recognize behavioral examples that demonstrate a customer-focused attitude
  • recognize examples of statements that demonstrate empathy
  • build rapport with a customer

Customer Service in the Field

How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the expectations for resolution time and scope, and help customers fully understand your products and services, as well as your intentions. This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  • match each stage of the on-site customer assistance process with actions that can be carried out during that stage to provide good service
  • recognize strategies to interact with customers and provide excellent customer service when at their location
  • provide excellent customer service in the field in a given scenario

Customer Service over the Phone

Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  • identify basic telephone etiquette rules
  • match strategies for providing outstanding telephone customer service with examples
  • provide excellent telephone customer service in a scenario

Internal Customer Service

Do you know who your customers are? In a customer-focused company, everyone knows they are responsible for excellent external customer service, but who meets the needs of internal customers? Whether you realize it or not, when you do things to help other people within your company do their jobs better, you are providing internal customer service. Internal customer service occurs every time you or a colleague requires information or a service from someone else within the company, and the quality of that service often has a huge impact on the overall quality of service delivered to external customers. This course explores who internal customers are, the expectations placed on serving internal customers, and how to treat your coworkers as you would your external customers. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  • recognize internal customers and internal customer service providers in a given example
  • recognize the importance of identifying your internal customer service relationships
  • identify a process to deliver on your internal customers' needs
  • identify ways to develop an internal customer service attitude

Customer Service Confrontation and Conflict

How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  • match common complaint handling mistakes with things you can do to avoid them
  • recognize how to defuse angry customers and handle their complaints
  • handle a complaint from an angry customer
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Customer Service Fundamentals Part 1 e-learning bundle
  • Course ID:
    252589
  • Duration:
    5 hours
  • Price:
    $199