Customer Service Certification Skills
About This Course
You've seen the ad campaigns that boast, "Customer satisfaction
guaranteed." But in today's marketplace, satisfaction isn't enough.
This course is designed to take your goals beyond merely satisfying
the customer to creating customer loyalty. The training takes aim
at outdated modes of thinking, and establishes the building blocks
for a service mentality that increases customer commitment, not to
mention profits. Learn how to develop service standards and track
their effectiveness. Gain new insights and strategies from the
corporate masters of customer service. Explore the value of
building relationships with customers. Most importantly, by the end
of the course you'll be able create your own customer-focused
philosophy.
The Fundamentals of Exceptional Customer
Service
- Processing Customer Service
- Service is Everyone's Job
- Achieving a Customer-focused Philosophy
- Building Relationships to Build Success
- Getting Personal with Service
Excellence in Internal Customer
Service
- Driving Forces for Improving Internal Customer Service
- Leading Internal customer Service
- Improving Internal Customer service
- Effective Internal Customer Service
- Rewarding Excellent Service
- Empowering People to Give Excellent Service
The Customer Service Agent in Action
- Serving External and Internal Customers
- Handling the Introduction
- Using Technology in the Call Center
- Measuring Customer Care
Professional Skills for Customer Service
Agents
- Professional Ethics for Customer Service Agents
- Effective Behavioral Skills
- Escalating a Call
- Putting a Customer on Hold
- Controlling a Call
- Active Listening
Customer Service over the Phone
- Proper Telephone Etiquette for Customer Service
- Practice: Telephone Customer Service
- Providing Excellent Customer Service on the Phone
Managing Challenges in Customer
Service
- Identifying Sources of Stress
- Identifying the Controlling Consumer
- The Threatening Consumer
Cross-selling in a Customer Service
Call
- Preparing for Cross-selling in a Customer Service Call
- Profiling Customers for Cross-selling
- Securing the sale