Customer Service Fundamentals

Customer Service Fundamentals
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  Curs on-line
  6 ore
Predare in limba: Engleza
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Customer Service Fundamentals: Building Rapport in Customer Relationships
Credit NASBA: 1
PMI/PDU: 1

Customer Service in the Field
Credit NASBA: 1
PMI/PDU: 1

Customer Service over the Phone
Credit NASBA: 1
PMI/PDU: 1

Internal Customer Service
Credit NASBA: 1
PMI/PDU: 1

Customer Service Confrontation and Conflict
Credit NASBA: 1
PMI/PDU: 1

Shaping the Direction of Customer Service in Your Organization
Credit NASBA: 1
PMI/PDU: 1

Structura cursului

Customer Service Fundamentals: Building Rapport in Customer Relationships

  • recognize behavioral examples that demonstrate a customer-focused attitude

 

  • recognize examples of statements that demonstrate empathy

 

  • build rapport with a customer

 

 

 

Customer Service in the Field

  • match each stage of the on-site customer assistance process with actions that can be carried out during that stage to provide good service

 

  • recognize strategies to interact with customers and provide excellent customer service when at their location

 

  • provide excellent customer service in the field in a given scenario

 

 

 

Customer Service over the Phone

  • identify basic telephone etiquette rules

 

  • match strategies for providing outstanding telephone customer service with examples

 

  • provide excellent telephone customer service in a scenario

 

 

 

Internal Customer Service

  • recognize internal customers and internal customer service providers in a given example

 

  • recognize the importance of identifying your internal customer service relationships

 

  • identify a process to deliver on your internal customers' needs

 

  • identify ways to develop an internal customer service attitude

 

 

 

Customer Service Confrontation and Conflict

  • match common complaint handling mistakes with things you can do to avoid them

 

  • recognize how to defuse angry customers and handle their complaints

 

  • handle a complaint from an angry customer

 

 

 

Shaping the Direction of Customer Service in Your Organization

  • recognize how to manage moments of truth to improve the customer experience

 

  • recognize examples of effective customer service standards

 

  • recognize how to implement effective service standards

 

  • recognize how to stay tuned in to customers' changing needs

 

 

 

Aligning Performance to Key Indicators

 

The Angry Caller: What's Your Plan?

 

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