This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service. This course may earn a Credly Badge.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

After completing this course, students will be able to:

- Define customer service in relation to both internal and external customers
- Recognize how your attitude affects customer service
- Identify your customer's needs
- Generate repeat business with outstanding customer service
- Build goodwill through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal effectively with difficult situations

1

  • Customer Service - A Baseline

  • Recognizing Your Customers
    Understanding Your Role in Customer Service
2

  • Developing A Customer Service Mind-Set

  • Leveraging Your First Impression
    Feeling Positively About Customers
    Mastering Moods and Emotions
3

  • Identifying Customer Needs

  • Understanding the Customer's Situation
    Avoiding Assumption and Prejudgment
    Meeting Basic Needs
    Seeking to Exceeding Expectations
    Building Repeat Relationships
4

  • Connecting with the Customer

  • Achieving Authenticity through Body Language
    Responding Effectively to Problems
    Mastering Online Etiquette
    Seeking Customer Feedback
5

  • Dealing with Difficult Situations

  • Effectively Addressing Complaints
    De-escalating Anger
    Establishing Common Ground
    Remaining Calm, Respectful and Objective
6

  • Effectively Addressing Complaints

  • Creating a Memorable Customer Experience

Audience

Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customer will benefit from this course.

Language

English

Prerequisites

There are no prerequisites for this course.

$1,500

Length: 2.0 days (16 hours)

Level:

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Course Schedule:

Schedule select
30
Oct
Monday
9:00 AM ET -
5:00 PM ET
Available
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11
Dec
Monday
8:00 AM PT -
4:00 PM PT
Available
Schedule select
10
Jan
Wednesday
9:00 AM ET -
5:00 PM ET
Available
Schedule select
30
Apr
Tuesday
9:00 AM ET -
5:00 PM ET
Available
Schedule select
15
Jul
Monday
8:00 AM PT -
4:00 PM PT
Available
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