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EliteITCerts.com - Excellence in Customer Service Boot Camp - 1 Day

Excellence in Customer Service Boot Camp - 1 Day

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Excellence in Customer Service (Advanced)

Course Length:

1 day

Course Description

Overview:

As a customer service representative, you're expected to handle every customer that comes your way. To be effective, you need not only knowledge of the products or services your company sells, but also people skills that will help you interact with customers in a positive and professional manner. Your level of product or service knowledge may enable you to understand and resolve problems, but without understanding how to properly interact with customers, you can't truly serve the customer. In this course, you will apply important principles and skills you can use as a customer service professional.


In addition to providing basic customer service, you'll also learn important principles and skills you can use to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.


Course Objectives:


In this course, you will refresh and expand your customer service skill set.


You will:

  • Apply fundamental customer service knowledge and skills.
  • Manage your everyday workflow.
  • Take care of customers by assessing their needs, resolving their issues, and encouraging further sales.
  • Deal with challenging customer interactions.
  • Apply customer service leadership skills.

Target Student:


This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills.


It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility.


Prerequisites:


To ensure your success, we recommend you have some level of customer-service work experience in any of a variety of organizational settings. You should also have general end-user computer and Internet skills. You may wish to take the following Logical Operations courses:

  • Customer Service (Second Edition)
  • Using Microsoft® Windows® 10

Course Content

Lesson 1: Applying Customer Service Foundations

Topic A: Assess Customer Service Basics

Topic B: Develop Interpersonal Skills


Lesson 2: Managing Your Workflow

Topic A: Apply Organizational Skills

Topic B: Handle Simultaneous Customer Contacts

Topic C: Manage Individual Stress


Lesson 3: Taking Care of Customers

Topic A: Maintain Focus on the Issue

Topic B: Assess Customers

Topic C: Diagnose Customers’ Problems

Topic D: Educate the Customer

Topic E: Resolve Customers’ Problems

Topic F: Encourage Further Sales Through Service


Lesson 4: Dealing with Challenging Customer Interactions

Topic A: Recognize Difficult Situations

Topic B: Work within Your Company Parameters

Topic C: Handle a Difficult Interaction

Topic D: Overcome Negativity

Topic E: Redirect the Customer

Topic F: Follow Up on a Challenging Situation


Lesson 5: Progressing to Leadership

Topic A: Lead from Within Your Team

Topic B: Address Escalated Customer Issues

Topic C: Analyze Customer Service Metrics