Good customer service is an integral part of any successful business. Not only will your customers feel great about doing business with you, you can strengthen your company reputation and opening up opportunities for repeat business.
Learn the fundamentals of customer service, with tips on how to provide excellent customer service to boost your bottom line.
Our online course is a convenient learning option that you can complete in your own time, at your own pace.
By the end of this course, you will have learned:
- What customer service is
- How your attitude affects customers
- How to identify and address the needs of your customers
- How using excellent customer service can generate return business
- How to build good will
- How to provide customer service over the phone
- How to deal with difficult customers
Topic 1 – Who and what we do
Section 1 – Who are customers?
Section 2 – What is customer service?
Topic 2 – Establishing your attitude
Section 1 – Attitude and appearance
Section 2 – The power of a smile
Topic 3 – Identifying and addressing customer needs
Section 1 – Understanding the customer’s situation
Section 2 – Satisfying the customer’s basic needs
Topic 4 – Generating return business
Section 1 – Following up
Section 2 – Addressing complaints
Section 3 – Dealing with difficult customers
Topic 5 – In-person customer service
Section 1 – Dealing with customers in person
Section 2 – Using body language to your advantage
Topic 6 – Giving customer service over the phone
Section 1 – The advantages and disadvantages of telephone communication
Section 2 – Telephone etiquette
Section 3 – Tips and tricks for providing customer service over the phone
Topic 7 – Providing electronic customer service
Section 1 – The advantages and disadvantages of electronic communication
Section 2 – Netiquette and email etiquette
Section 3 – How to eliminate electronic ping pong
Topic 8 – Recovering difficult customers
Section 1 – Dealing with difficult customers
Section 2 – Saying “no”
Topic 9 – Dealing with abusive customers
Topic 10 – Ten things that impress customers every time
Cost
$55 (incl GST)
Delivery
Online
Duration
1 hour
Certification
A Certificate of Participation will be emailed at the end of the course.
Intended for
If you work with people in a customer service based role, this course is for you.
Additional Info