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Customer Service
Going that extra mile with your company’s customer service will set you apart from your competition. But, most importantly, it will also make you better than your competition.
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COURSE
Customer | How to Manage Customer Feedback
A$25
Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve There is no question about the impact great customer service has on an organisation. How to manage customer feedback will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour. Bill Gates once said: “Your most unhappy customers are your greatest source of learning”. Make sure you use this as a source of inspiration! Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve. Predict potential issues before they arise and give people the tools they need to deal with any issues. You'll create a more empowered workforce, who will inevitably provide a better customer experience. Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you're trying to create. Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We're excited about education and want to give you the opportunity to be the best you can be. Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to manage customer feedback. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations. This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey. What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.    
COURSE
Retail Excellence - Handling objections
Catalyst Education
A$34.95
An objection is a statement that expresses a person's concern, reservation or disagreement about a particular matter, situation or recommendation. In the customer interaction (CI) process, an objection refers to the cause for a customer's resistance to an idea or recommendation, and provides an opportunity for the retail consultant to respond to that concern in the most effective manner possible. By the end of this module, you should be able to: Define what an objection is, Apply techniques for clarifying objections, Select appropriate strategies for responding to objections.
COURSE
Retail Excellence - Angry and upset customers
Catalyst Education
A$34.95
Dealing with angry and upset customers is, inevitably, part of your role as a retail consultant. However, you can handle customer complaints and frustrations quickly and easily by following a few simple techniques that can help you turn a negative situation into a more positive and productive one. By the end of this module, you should be able to: List the causes of customer frustration, Apply techniques for handling angry and upset customers.
COURSE
Quality Conversations - The Transforming Instant
Catalyst Education
A$34.95
In this introductory module you'll learn the three characteristics of a quality conversation and gain the ability to identify those all-important Transforming Instants in your customers.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Maintaining a Useful Attitude
Catalyst Education
A$34.95
In this module you will learn about the links between your state of mind and the conversations you have with your customers. You'll also learn about responding to customers rather than reacting to them.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Pacing and Leading
Catalyst Education
A$34.95
In this module you'll learn to distinguish between first and second position and develop the skills to pace and lead your customers.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Etiquette and Compliance
Catalyst Education
A$34.95
In this module your avatar QC will examine the importance of language and how you can use language to help you perform the necessary procedures you need to follow in customer interactions.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - General Interest Statements
Catalyst Education
A$34.95
In this module your avatar QC will introduce you to general interest statements and bridging statements. You'll explore how to use these statements to address customer WIIFM's (What's in it for me?)... not sure what WIIFM's are? Open the module to find out!
COURSE
Quality Conversations - Handling Objections
Catalyst Education
A$34.95
In this module your avatar QC lets the genie out of the bottle and introduces you to the "Handling Objections Two Step", the ultimate tool for handling customer objections.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
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COURSE
Quality Conversations - Responding to Questions
Catalyst Education
A$34.95
In this module you'll learn how to differentiate between surface questions and clarification items as well as examining a range of response strategies.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Customer Service - The Eight Step Process
Catalyst Education
A$34.95
In this module yo will introduce you to the 8 step process of customer service calls and explain how the Quality Conversation strategies and processes fit within the customer service call flow.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Preparing for a Customer Service Call
Catalyst Education
A$34.95
In this module you will enter the world of competitive parlor! In this module, your avatar QC emphasises the importance of the early stages of a customer service call including the greeting and identifying the purpose of the call and the caller's name.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - Customer Service - During a Customer Service Call
Catalyst Education
A$34.95
In this module, you'll learn about those all important customer service call flow stages of 'Identifying a need or concern' and 'Agreeing to a Solution'.   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Quality Conversations - The End of a Customer Service Call
Catalyst Education
A$34.95
In this module your avatar QC will examine the final stages of a customer service call. Learn how to finalise your customer service calls with finesse!   Important Information: Please be advised that this course is developed with Adobe Flash technology. If the course module is not opening, you will need to have your computer browser flash plugin enabled . For assistance in enabling flash plugin, please follow the instruction provided here.
COURSE
Customer Engagement - Use multiple information systems
Catalyst Education
A$34.95
By the end of this module you will be able to: Access a range of information systems, Access a range of information systems, Identify and rectify information system and processing errors.
COURSE
Customer Engagement - Apply knowledge of WHS legislation in the workplace
Catalyst Education
A$34.95
By the end of this module you will be able to: Determine the legal framework for WHS in the workplace, Contribute to activity that reflects WHS legislative requirements, Keep up-to-date with legislation and relevant publications.
COURSE
Customer Engagement - Organise personal work priorities and development
Catalyst Education
A$34.95
By the end of this module you will be able to: Organise and complete your own work schedule, Monitor your own work performance, Coordinate your personal skill development and learning.
COURSE
Customer Engagement - Conduct customer engagement
Catalyst Education
A$34.95
By the end of this module you will be able to: Prepare for customer engagement, Provide quality service in response to customer queries, Arrange the provision of a product or service, Respond to customer enquiries.
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