Information Technology
Excellence in Customer Service (Advanced)
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 that will empower you to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.
1 Day
8 Hrs
5 Lessons
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
Agenda
- Topic A: Assess Customer Service Basics
- Topic B: Develop Interpersonal Skills
- Topic A: Apply Organizational Skills
- Topic B: Handle Simultaneous Customer Contacts
- Topic C: Manage Individual Stress
- 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
- 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
- Topic A: Lead from Within Your Team
- Topic B: Address Escalated Customer Issues
- Topic C: Analyze Customer Service Metrics
FREE
Interested in course?
Course Type: Instructor Led