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COURSE
Customer Service Skills
eSoftSkills
1 hr 30 mins
Premium
Course Overview Each and every one of us serves customers, whether we realize it or not. Maybe you"re on the front lines of a company, serving the people who buy your products. Perhaps you"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you"re a company owner, serving your staff and your customers. The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.   Workshop Objectives State what customer service means in relation to all your customers, both internal and external Recognize how your attitude affects customer service Identify your customers’ needs Use outstanding customer service to generate return business Build good will through in-person customer service Provide outstanding customer service over the phone Connect with customers through online tools Deal with difficult customers   Course Outline Module One: Getting Started Module Two: Who We Are and What We Do Module Three: Establishing Your Attitude Module Four: Identifying and Addressing Their Needs Module Five: Generating Return Business Module Six: In-Person Customer Service Module Seven: Giving Customer Service over the Phone Module Eight: Providing Electronic Customer Service Module Nine: Recovering Difficult Customers Module Ten: Understanding When to Escalate Module Eleven: Ten Things You Can Do To WOW Every Time
INTERACTIVE
Customer Service Skills
eSoftSkills
1 hr 30 mins
Premium
Course Overview Each and every one of us serves customers, whether we realize it or not. Maybe you"re on the front lines of a company, serving the people who buy your products. Perhaps you"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you"re a company owner, serving your staff and your customers. The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.   Workshop Objectives State what customer service means in relation to all your customers, both internal and external Recognize how your attitude affects customer service Identify your customers’ needs Use outstanding customer service to generate return business Build good will through in-person customer service Provide outstanding customer service over the phone Connect with customers through online tools Deal with difficult customers   Course Outline Module One: Getting Started Module Two: Who We Are and What We Do Module Three: Establishing Your Attitude Module Four: Identifying and Addressing Their Needs Module Five: Generating Return Business Module Six: In-Person Customer Service Module Seven: Giving Customer Service over the Phone Module Eight: Providing Electronic Customer Service Module Nine: Recovering Difficult Customers Module Ten: Understanding When to Escalate Module Eleven: Ten Things You Can Do To WOW Every Time
COURSE
Customer Service Leadership
Sarder Learning
24 mins
Premium
Course Introduction  As organizations grow and develop a product lines, consumer needs get overlooked sometimes. Joe Ilvento, CLO at CommVault, shares insights and strategies on taking care of consumer requirements during new product development, or during reorganization of existing product lines.   In this course, you will get an overview of three key actions that help provide superior customer service. You will learn why customer service starts with listening to customers. You will understand the importance of providing excellent customer service to retain customers and differentiate from competitors, especially in a B2B scenario. You will also learn how customer satisfaction rates can be the focus of marketing campaigns, and explore strategies to obtain customer loyalty and strengthen trust in the service environment.   Who Should Attend  Customer Service Professionals Marketing Professionals Executives Business Managers Team Leaders Entrepreneurs   Course Methodology  This self-paced e-learning course is based on an exclusive interview with Joe Ilvento, chief learning officer and director of Talent Development at CommVault.   Learning Objectives  Top three secrets of superior customer service How to differentiate your business from your competition The key to maintaining a strong ethical relationship with customers through trust and credibility The ''gratuity in advance'' concept in customer service Customer touch points, data and metrics, and their importance Case studies   Course Modules  Attributes And Mission Traits Of A Successful Customer Service Specialist Importance Of Customer Service Mission Statement Mobilizing The Base Girard's Law Pareto Principle Of 80/20 Exceeding Expectations Listening Skills Telephone Etiquette Optimization Of Processes Developing A Customer-Centric Work Culture Quality Standards Measurement Metrics Generating Customer Referrals "Moment Of Truth"
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