Welcome to the “Customer Service 101” video course intended to help you get to know your customers better and serve them more effectively. This course comprises seven lessons that cover everything from defining who your customers are to figuring out how to secure their loyalty for years to come. You’ll learn about forces of change that affect customer expectations, as well as how to connect with customers. You’ll even learn how to tactfully handle customers who are upset. After completing this course, you should have a solid foundation for what it takes to provide great customer service. To access your activity IDs, a View CECertificate button will display on the profile upon completion of thecourse. This program is valid for 1 PDC for Society for Human ResourceManagement (SHRM), 1 hour(s) of recertification credit through the HRCertification Institute (HRCI) and 0.75 PDU for the Project ManagementInstitute (PMI).
Overview
COURSE DIFFICULTY
COURSE DURATION
45m
Skills Learned
After completing this online training course, students will be able to:
Identify the key characteristics of effective customer service
Understand the changing expectations of customers
Develop strategies to connect with and engage customers
Handle customer complaints and difficult situations tactfully
Implement techniques to foster customer loyalty
Customer service representatives, sales professionals, team leaders, managers, and anyone interested in improving customer interactions
None
01. Introduction to Customer Service
02. Understanding Customer Expectations
03. Building Customer Relationships
04. Effective Communication Skills
05. Handling Complaints and Difficult Situations
06. Strategies for Customer Loyalty
07. Conclusion and Next Steps
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify the key characteristics of effective customer service
Understand the changing expectations of customers
Develop strategies to connect with and engage customers
Handle customer complaints and difficult situations tactfully
Implement techniques to foster customer loyalty
WHO SHOULD ATTEND
Customer service representatives, sales professionals, team leaders, managers, and anyone interested in improving customer interactions
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Customer Service
02. Understanding Customer Expectations
03. Building Customer Relationships
04. Effective Communication Skills
05. Handling Complaints and Difficult Situations
06. Strategies for Customer Loyalty
07. Conclusion and Next Steps
