Customer Service Training

Summary:

This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also prov

This Customer Service online training series provides over 23 hours of self-paced courseware. This web-based training provides 6 months of unlimited access to all of the following lessons:

1 . Building a Department
2 . Communicating
3 . Defining Service
4 . Fixing Problems
5 . Tools of the Trade

Lesson Detail:

Building a Department
This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.

• Forming a Customer Service Organization
• Building Teams
• Hiring Service Pros
• Motivating Service People
• Helping the Good Get Better
• Creating a Productive Environment
• Getting Help to Customer Service
• Good Service for Your Employees
• International Customer Service

Communicating
This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

• Getting Your Message Across
• Using the Right Words
• Matching the Customer's Style
• Using Questions
• Dealing with Angry Customers
• Resolving Conflict
• Writing Letters to Customers
• Breaking Bad News in a Letter
• Giving Written Instructions
• Writing Helpful Manuals

Defining Service
This course explains the concept of company-wide customer service and standards.

• Understanding "Customers" and "Service"
• Bringing the Customer Back
• Making the Mission a Priority
• Getting Everyone Involved
• Service from the Top Down
• Creating Service Standards
• Implementing Service Standards
• Customer Segments
• Segmenting Your Customers

Fixing Problems
This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

• Using Complaints
• Frequently Asked Questions
• Answering Employee Questions
• Finding What Customers Want
• Using Surveys
• Finding (the Real) Problems
• Finding Solutions

Tools of the Trade
This course explains the concept of company-wide customer service and standards.

• Talking to Customers
• Using the Phone
• Phone and Fax Lines
• Electronic Mail
• Communicating with Electronic Mail
• The Internet
• Presenting a Web Site

Certification:
Customer Service

Audience:
This series is for anyone who wants to learn about creating and maintaining good customer service.

Features:

• 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.
• A glossary provides a reference for definitions of unfamiliar terms.
• 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 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:

You might also be interested in our Business Management Skills Package which includes all of the Customer Service training courses listed above plus hundreds of hours of related online training courses