Learn Critical Elements of Customer Service Online

Course Overview

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Specific learning objectives include:

  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service

Course Content

  • Session One: Course Overview
  • Session Two: What is Customer Service?
  • Session Three: Who Are Your Customers?
  • Session Four: Meeting Expectations
  • Session Five: Pre-Assignment Review
  • Session Six: Setting Goals
  • Session Seven: The Second Critical Element – Defined in Your Organization
  • Session Eight: The Third Critical Element – Given Life by the Employees
  • Session Nine: Communication Skills
  • Session Ten: Telephone Techniques
  • Session Eleven: Dealing With Difficult Customers
  • Session Twelve: Dealing With Challenges Assertively
  • Session Thirteen: Dealing With Difficult People
  • Session Fourteen: The Fourth Critical Element – Be a Problem Solver
  • Session Fifteen: Seven Steps to Customer Problem Solving
  • Session Sixteen: The Fifth Critical Element – Measure It
  • Session Seventeen: The Sixth Critical Element – Reinforce It
  • Session Eighteen: Dealing With Stress

None / No previous knowledge is required
This course comes with 4 lessons consisting of text, interactive cards, case studies, a quiz, a self-evaluation form and an action plan to download.

It is a self-paced program available 24/7. Participants can learn at their own pace, anytime, anywhere and on any device.
A participation certificate will be issued on completion of the course.

EdVantage e-Cert is an online endeavor to provide access to education and innovative learning across a wide range of fields of study. It aims to bring you affordable and accredited courses from reputed and credible education providers worldwide.

EdVantage e-Cert through its e-Smart courses aims to provide training and courses which will ensures you step into your dream job. Now you can polish your knowledge and skills to get Job-ready or gain a new qualification form a Certification to an e-MBA all in the comfort of your home!

Whether you are looking to gain a qualification or you simply want to improve your understanding of basic industry practices and trends, an employee who is chasing a promotion and upskilling or simply someone with a years of experience but lacking formal qualifications on paper- EdVantage e-Cert is the answer!

Why hesitate when you can receive comprehensive Academic and technical study support and valuable training that can be tailored to fit your busy life, still helping you achieve a qualification you desire?

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Enrolled: 3 students
Duration: 15 hours