Customer Service Fundamentals Training

Summary:

Inadequate customer service is the number one reason consumers stop patronizing one company and take their business to another. This series illustrates the importance of providing quality service, and it provides specific guidelines for delivering service

This Customer Service Fundamentals online training series provides over 7 hours of self-paced courseware. This web-based training provides 6 months of unlimited access to all of the following lessons:

1 . Communication Methods
2 . Communication Skills
3 . Delighting Your Customers
4 . Framework for Success
5 . Handling Complaints

Lesson Detail:

Communication Methods
This course provides information on communicating effectively with customers over the phone, by e-mail, and through instant messages.

• Telephone
• E-Mail
• Instant Messaging

Communication Skills
This course provides information on communicating effectively with customers.

• Greeting Customers
• The Tone of Your Delivery
• Using the Right Words
• Matching the Customer's Style

Delighting Your Customers
This course provides information on fostering an enjoyable work environment.

• Delighting Your Customers

Framework for Success
This course provides information on the fundamental concepts involved in providing high quality customer service.

• Who Are Your Customers?
• The Instant of Absolute Judgment
• Getting Everyone Involved

Handling Complaints
This course provides information on dealing with customer complaints.

• Handling Complaints

Certification:
Customer Service Fundamentals

Audience:
This series is for anyone who provides service to customers or who works with others who provide service.

Features:

• Flash and audio provide animated, interactive Lesson Introductions, Activities, and Simulations.
• Flash scenarios use real world situations to illustrate course concepts.
• Streaming video scenarios illustrate real world issues and solutions discussed in the course.
• Audio accompanies each lesson page throughout the course.
• MindNotes provide printable quick-reference sheets and other files to be used as learners apply their skills on the job.
• Decision Point activities allow learners to work toward an outcome in an interactive environment.
• Activities allow learners to apply course concepts in an interactive questioning environment.
• Exercises allow learners to practice in the actual application being studied.
• A Course Topics list contains active hyperlinks, permitting quick access to specific topics.
• Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course.
• Search text enables learners to rapidly search all text within a course to easily retrieve information required.
• Courses challenge the learner with a variety of question formats, including multi-step simulations, true/false, multiple choice, and fill-in-the-blank.
• A skill assessment generates a customized learning path based on the results of a pre-test.
• Bookmarking tracks the learner's progress in a course.

Technical Requirements:

What You Get:

You will receive Unlimited Access to all of the Customer Service Fundamentals training tutorials listed above. Your online training courses will be available from anywhere you have internet access.This e-learning series includes all of the online training tutorials listed and is provided in an interactive, self-paced format. Retake any or all of our computer training as often as you want. Our online tutorials allow you to learn anywhere, anytime from any computer with internet access. All courses allow for 6 months of unlimited access (1 user), include a variety of features and qualify for Continuing Education Unit credit.

Web-Based Training Products:

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