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Course Information
Course Instructor
Module 1 – The Fundamentals of Customer Service
Introduction
Building Your Customer Service Skills
Fundamentals of Customer Service
Identifying Your Customers
Exploring Internal Customer Service
Empowering a Customer Service Provider
Avoiding Burnout in Customer Service
Module 1 Conclusion
Module 2 – Effective Communication in Customer Service
Introduction
Importance of Effective Communication
Non-verbal Communication
Listening to The Customer
Two-way Communication
Avoiding Negative Communication
Greeting Customers
Body Language
Appearance and Grooming
Nonverbal Cues
Module 2 Conclusion
Module 3 – Understanding and Engaging with Customer Personality Types
Introduction
Animated Customers
Meticulous Customers
Amicable Customers
Direct Customers
Module 3 Conclusion
Module 4 – Engaging Difficult, Rude, Disappointed and Happy Customers
Introduction
Engaging Difficult Customers
Engaging Rude Customers
Engaging Disappointed Customers
Engaging Happy Customers
Module 4 Conclusion
Module 5 – Building a Service Culture of Trust
Introduction
What is Trust?
Trust and Social Media?
Empowering Your Team
Wearing Away Customers’ Trust
Building Trust
Module 5 Conclusion
Final Exam