In this course, students practice skills and apply principles for providing customer service remotely, via telephone and the web.
Upon successful completion of this course, students will be able to: - manage the customer's initial contact.- address the customer's issues.- close communications with the customer once all issues have been resolved.
New employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.
Managing the Customers Initial Contact
• Accept a Customer Contact
• Address a Customers Emotional State
• Address Your Own Emotional State
Addressing Customer Issues
• Assess Customer Issues
• Develop Solutions
• Negotiate to Reach a Solution
• Upsell Additional Products
• Conclude Customer Contact
• Follow Up
• Release Stress
Virtual Customer Service Via Phone and Email Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.