While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This course is designed around six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outdoes the competition.
What Will Students Learn?
- To understand what a customer service approach is
- To understand how your own behavior affects the behavior of others
- To demonstrate confidence and skill as a problem solver
- To apply techniques to deal with difficult customers
- Know how to provide excellent customer service
What Topics are Covered?
- What is customer service? Who are your customers?
- Meeting expectations
- Setting goals
- Communication skills and telephone techniques
- Dealing with difficult customers and people
- Dealing with challenges assertively
- Dealing with stress
- Conducting a reflection
- The first critical element: A focus on customer service
- The second critical element: Procedures
- The third critical element: Culture
- The fourth critical element: Problem solving
- The fifth critical element: Measurement
- The sixth critical element: Reinforcement
Once done, you may get a certificate certified by the Filipino Institute, an internationally accredited organization, for a fee of AED 70. To know more about the free online courses, contact Dean Oliver at firstname.lastname@example.org or send him a WhatsApp message at +971-58-2439959.
- Lectures 48
- Quizzes 1
- Duration 18 hours
- Language English
- Students 626
- Assessments Self
Students will have an opportunity to identify their personal learning objectives.
What is Customer Service?
This lesson will define customer service, take a look at who your customers are, and how to meet their basic needs and expectations.
During this lesson, we will look at setting long- and short-term goals and creating a personal vision.
The Critical Elements of Customer Service
This lesson introduces the six elements of customer service that form the basis of this workshop. Students will also learn about the first element: a customer service focus.
The Second Critical Element - Procedures
In this lesson, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.
The Third Critical Element - Alignment
Next, students will explore why customer service must be a philosophy that is practiced by all employees.
The Fourth Critical Element - Problem-solving
We will look at a seven-step plan for solving customer service problems. Then, students will practice using the plan in a role play.
The Fifth Critical Element - Measurement
The only way to know what’s really going right and wrong is to measure regularly. This lesson will give students some ideas for measuring customer service.
The Sixth Critical Element - Reinforcement
Next, students will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.
This lesson will give students an introduction to key communication skills, including empathy, body language, asking questions, and listening.
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
Dealing with Difficult Customers
Dealing with Challenges Assertively
During this lesson, students will work to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
Dealing with Difficult People
There are many types of unexpected challenges that we encounter every day. Students will work in small groups to develop responses to some of these issues.
This lesson takes a look at how to study your own experiences to improve the way you work.
Dealing with Stress
This lesson will offer some quick, easy ways to destress in any place, at any time.
Quick Reference Guide
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