Welcome to “Service Best Practices,” a video course that covers the essential skills for providing consistent, high quality care for every customer. This course comprises 12 video lessons that tackle individual characteristics that everyone who works in customer service must embody. As you work through these lessons, you’ll learn there’s a lot to keep in mind when you interact with customers. You have to be enthusiastic but not annoying. You have to be empathetic but not patronizing. And, you have to juggle all of these characteristics while providing seamless service to your customers. By completing this course, you’ll learn how to master all of these critical skills—everything from being attentive to being able to say no. To access your activity IDs, a View CECertificate button will display on the profile upon completion of thecourse. This program is valid for 0.75 hour(s) of recertification creditthrough the HR Certification Institute (HRCI) and 0.75 PDU for the ProjectManagement Institute (PMI).
Overview
COURSE DIFFICULTY
COURSE DURATION
40m
Skills Learned
After completing this online training course, students will be able to:
Identify the Essential Characteristics of Effective Customer Service
Demonstrate Empathy While Interacting With Customers
Manage Customer Expectations and Provide Seamless Service
Handle Difficult Situations and Say No When Necessary
Maintain Enthusiasm Without Being Overbearing
Customer Service Representatives, Customer Support Managers, Sales Associates, Frontline Staff
None
01. Introduction to Service Best Practices
02. Understanding Customer Needs
03. Effective Communication Techniques
04. Building Rapport and Trust
05. Handling Difficult Customers
06. Strategies for Providing Consistent Service
07. Conclusion and Recap
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify the Essential Characteristics of Effective Customer Service
Demonstrate Empathy While Interacting With Customers
Manage Customer Expectations and Provide Seamless Service
Handle Difficult Situations and Say No When Necessary
Maintain Enthusiasm Without Being Overbearing
WHO SHOULD ATTEND
Customer Service Representatives, Customer Support Managers, Sales Associates, Frontline Staff
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Service Best Practices
02. Understanding Customer Needs
03. Effective Communication Techniques
04. Building Rapport and Trust
05. Handling Difficult Customers
06. Strategies for Providing Consistent Service
07. Conclusion and Recap
