Excellence in Customer Service (Advanced)
E-Learning
Description
In this course, you will apply important principles and skills you can use as a customer service professional. In addition to providing basic customer service, you'll also learn important principles and skills that will empower you to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.
In this course, you will apply important principles and skills you can use as a customer service professional.
In addition to providing basic customer service, you'll also learn important principles and skills that will empower you to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.
In this course, you will refresh and expand your customer service skill set.
You will:
Apply fundamental customer service knowledge and skills.
Manage your everyday workflow.
Take care of customers by assessing their needs, resolving their issues, and encouraging further sales.
Deal with challenging customer interactions.
Apply customer service leadership skills
This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills.
It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility.
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Applying Customer Service Foundations |
Topic A: Assess Customer Service Basics Topic B: Develop Interpersonal Skills |
| 2 | Managing Your Workflow |
Topic A: Apply Organizational Skills Topic B: Handle Simultaneous Customer Contacts Topic C: Manage Individual Stress |
| 3 | Taking Care of Customers |
Topic A: Maintain Focus on the Issue Topic B: Assess Customers Topic C: Diagnose Customers’ Problems Topic D: Educate the Customer Topic E: Resolve Customers’ Problems Topic F: Encourage Further Sales Through Service |
| 4 | Dealing with Challenging Customer Interactions |
Topic A: Recognize Difficult Situations Topic B: Work within Your Company Parameters Topic C: Handle a Difficult Interaction Topic D: Overcome Negativity Topic E: Redirect the Customer Topic F: Follow Up on a Challenging Situation |
| 5 | Progressing to Leadership |
Topic A: Lead from Within Your Team Topic B: Address Escalated Customer Issues Topic C: Analyze Customer Service Metrics |