CUSTOMER SERVICE

CUSTOMER SERVICE

  • COURSE NAME:CUSTOMER SERVICE COURSE
  • REQUIREMENTS: Computer and Internet.
  • ENTRY LEVEL: All levels, basic numeracy and literacy.
  • MINIMUM TIME: 2 Hours +
  • PASS RATE: Required 80%, unlimited re-take.
  • EXAM TYPE: Online QUIZ, True/False and Match.
  • CERTIFICATE: Instant download on completion.

The training course has a great impact on employee motivation and morale, which leads to increased productivity. What quality customer service training allows the company to achieve is higher customer retention, the acquisition of new customers, reduced employee turnover and increased sales.

COURSE CONTENT

1.CUSTOMER SERVICE INTRODUCTION

    • INTRODUCTION.
    • WHAT IS A CUSTOMER?
    • INTERNAL AND EXTERNAL CUSTOMERS.
    • EXTERNAL CUSTOMER.
    • INTERNAL CUSTOMERS.
    • CUSTOMER CHAIN.
    • SELF EVALUATION ON CUSTOMER SERVICE.
    • BASIC PRINCIPALS OF CUSTOMER SERVICE.
    • CUSTOMER SERVICE IMPORTANCE.
    • IMPACT ON YOUR ORGANISZATION.
    • CUSTOMER SERVICE NEEDS.
    • ANNOYING HABITS TO AVOID.
    • CONFIDENTIALITY.
    • PERSONAL PRESENTATION.

2.DEALING WITH CUSTOMERS

    • DEALING WITH CUSTOMERS.
    • BEHAVIOUR
    • GREETING THE CUSTOMER.
    • ASSISTING CUSTOMERS OVER LANGUAGE BARRIERS.
    • CUSTOMER EXPECTATIONS.
    • CUSTOMERS EXPECT SOLID INFORMATION.
    • CUSTOMERS EXPECT OPTIONS.
    • CUSTOMERS EXPECT SINGLE SOURCE SERVICE.
    • BODY LANGUAGE.
    • DETECTING IF SOMEONE IS LYING.
    • EFFECTIVE COMMUNICATION.
    • THE 10 COMMANDMENTS OF CUSTOMER SERVICE.

3.CUSTOMER PROFILES

    • RANGE OF CUSTOMERS.
    • RANGE OF COMPLAINTS.
    • DEALING WITH CUSTOMER COMPLAINTS.
    • WRITTEN COMPLAINTS.

4.UNDERSTANDING CULTURAL DIFFERENCES.

    • FOREIGN CULTURES.
    • VERBAL AND NON-VERBAL COMMUNICATION WITH CUSTOMERS.
    • INTERACTION WITH CUSTOMERS USING APPROPRIATE COMMUNICATION.


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ONLINE COURSES

WHAT YOU GET

1 Year

Online Quizes (True/False + Multiple Choice)

Auto

Unlimited

Access available

Download in PDF on completion

Free

Included