Customer Service (Second Edition)

As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.

Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.

ENROLL NOW
Price: $435.00
Duration: 1 day
Delivery Methods: Virtual
DIR Discount: 55.0%







    For questions call: (469) 721-6100
    Find More Training

    Why choose TOPTALENT?

    • Get assistance every step of the way from our Texas-based team, ensuring your training experience is hassle-free and aligned with your goals.
    • Access an expansive range of over 3,000 training courses with a strong focus on Information Technology, Business Applications, and Leadership Development.
    • Have confidence in an exceptional 95% approval rating from our students, reflecting outstanding satisfaction with our course content, program support, and overall customer service.
    • Benefit from being taught by Professionally Certified Instructors with expertise in their fields and a strong commitment to making sure you learn and succeed.

    1

    • Understanding Customer Service

    • Describe Customer Service Benefits

      Recognize the Importance of Internal Customer Service

      Identify How Customer Service Benefits You

      Excel with Customer Service

       

     

    2

    • Identifying How Customers Define the Success of Your Company

    • Recognize Trends in Customer Service

      Identify Criteria for Customer Satisfaction

       

     

    3

    • Increasing Customer Satisfaction

    • Identify Characteristics of the Personal Touch

      Create Lasting Positive Impressions on Your Customers

     

    4

    • Providing Face-to-Face Customer Service

    • Identify Categories of Face-to-Face Contact

      Understand the Critical Success Factors in Face-to-Face Customer Service

      Identify the Characteristics of Active Listening

       

     

    5

    • Providing Remote Customer Service

    • Identify Remote Customer Service Communication Channels

      Apply Remote Customer Service Best Practices

       

     

    6

    • Engaging Difficult Customers

    • Serve Difficult Customers

      Manage Angry Customers

      Deal with Difficult or Unhelpful Colleagues

       

     

    7

    • Increasing Customer Loyalty

    • Optimize Moments of Truth

      Recognize the Value of Customer Complaints

      Identify the Stages of the Service Recovery Process

       

     

     

    Learning Objectives

    In this course, you will develop the skills to coach for results. You will:

    •Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel.

    •Identify the major trends in customer service today and the combination of criteria required for customer satisfaction.

    •Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions.

    •Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers.

    •Identify remote customer service communication channels and apply remote customer service best practices.

    •Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues.

    •Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation.

    This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.
    To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills.

    Ten (10) business days’ notice is required to reschedule a class with no additional fees. Notify TOPTALENT LEARNING as soon as possible at 469-721-6100 or by written notification to info@toptalentlearning.com to avoid rescheduling penalties.

    Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.

    You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.

    If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.

    You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.