Customer Service
Description
This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.Syllabus
DEFINING SERVICEExplains the concept of company-wide customer service and standards.
- Understanding "Customers" and "Service"
- Bringing the Customer Back
- Making the Mission a Priority
- Getting Everyone Involved
- Service from the Top Down
- Creating Service Standards
- Implementing Service Standards
- Customer Segments
- Seg…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
Syllabus
DEFINING SERVICEExplains the concept of company-wide customer service and standards.
- Understanding "Customers" and "Service"
- Bringing the Customer Back
- Making the Mission a Priority
- Getting Everyone Involved
- Service from the Top Down
- Creating Service Standards
- Implementing Service Standards
- Customer Segments
- Segmenting Your Customers
COMMUNICATING
Presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
- Getting Your Message Across
- Using the Right Words
- Matching the Customer's Style
- Using Questions
- Dealing with Angry Customers
- Resolving Conflict
- Writing Letters to Customers
- Breaking Bad News in a Letter
- Giving Written Instructions
- Writing Helpful Manuals
FIXING PROBLEMS
Explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.
- Using Complaints
- Frequently Asked Questions
- Answering Employee Questions
- Finding What Customers Want
- Using Surveys
- Finding (the Real) Problems
- Finding Solutions
BUILDING A DEPARTMENT
Provides users with an overview of creating a Customer Service department and hiring talented customer service people.
- Forming a Customer Service Organization
- Building Teams
- Hiring Service Pros
- Motivating Service People
- Helping the Good Get Better
- Creating a Productive Environment
- Getting Help to Customer Service
- Good Service for Your Employees
- International Customer Service
TOOLS OF THE TRADE
Explains the concept of company-wide customer service and standards.
- Talking to Customers
- Using the Phone
- Phone and Fax Lines
- Electronic Mail
- Communicating with Electronic Mail
- The Internet
- Presenting a Web Site
Qualifications
Qualification: Printable Transcript
On completion of this course you may print a transcript off as evidence of your progression throughout the course.Requirements for Entry
There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.
Study Options
If you do not have Internet access, or would prefer to study this course via the traditional paper/postal based study method, you can find more information on the course by clicking on the link below.
Study Hours
This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper.
The approximate amount of time required to complete the course is: 40 hrs.
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