Customer Service Course



Course Details:

Length: 1 day

Price: $335/person (USD)

Group Price: Request Quote

Training Reviews

Course Features:

Live Instructor Teaching

Certificate of Completion

Digital Badge

Courseware: Print

Free 6 Month Online Retake

Hands-On Learning?: Yes

Software Lab Included?: N/A

Delivery Methods:

Live Online

Individuals and Groups
@ Your Location

Onsite for Teams

Group Teams
@ Your Organization

This is an instructor-led course. It is taught by an instructor live online or at organizations for groups.
For team training, we can teach onsite at your office or private live online.

 

Course Overview

As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.

Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.


Register Early: Registration Deadline is 2 Weeks Prior to Class Start.

Course Objectives:

In this course, you will explore the background and techniques of customer interactions.
You will:

  • Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel.
  • Identify the major trends in customer service today and the combination of criteria required for customer satisfaction.
  • Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions.
  • Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers.
  • Identify remote customer service communication channels and apply remote customer service best practices.
  • Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues.
  • Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation.

Course Notes

Knowledge Prerequisites

Using Microsoft® Windows 10
Word - Level 1


Course Topics



Course FAQs

What Are the Available Class Formats?

This course is taught by a live instructor and is available in two class formats:

  1. Live Online for Individuals
  2. Onsite/Online for Private Groups

What Are the Benefits of Customer Service to a Business?

Customer service is an essential part of any business, as it helps to create a positive customer experience that can help foster loyalty and boost sales. Here are some of the key benefits of providing excellent customer service:

Improved Customer Loyalty

When customers have positive experiences with your company's customer service team, they are more likely to remain loyal customers. This can be done through consistent, helpful service and support over time.

Higher Customer Satisfaction

The more satisfied customers are with the customer service they receive, the more likely they are to remain long-term customers. Providing quick responses and helpful solutions can go a long way in making sure your customers remain happy.

Improved Reputation

Customers may be more likely to post positive reviews or comments about your business if they have had a good experience with customer service. This can help to boost your reputation and increase brand awareness in the market.

Increased Sales and Profits

If customers are satisfied with their customer service, they will be more likely to purchase additional products or services from your company. This can help to drive up both sales and profits for the business.

Providing excellent customer service is essential for any business looking to grow and succeed in today's market. It helps to create strong customer loyalty, boost satisfaction, improve reputation and increase sales. Investing in customer service is an investment that will pay off in the long run.

What Is Customer Satisfaction and How to Measure It?

Customer satisfaction is a key indicator of the success of any business. It measures how well customers are served throughout their journey with the business, from initial engagement to product/service delivery and beyond. Knowing how satisfied your customers are will help you understand where you can improve and make sure that they continue to engage with your business for years to come.

There are several ways to measure customer satisfaction. Surveys are a popular method, as they provide direct feedback from customers on their experience which can be used to identify areas of improvement. Other methods include monitoring customer reviews and website analytics, tracking response times to customer queries, and keeping an eye on customer retention. All of these measures will give you a better understanding of how your customers feel about the service they’re receiving from your business.

By regularly measuring customer satisfaction, businesses can easily identify areas that need improvement. This allows them to take action and make changes to ensure their customers are happy with the services they receive. Taking regular feedback from customers and responding promptly to any issues that arise will help to build customer loyalty and create a positive experience that customers will remember.

The most important part of measuring customer satisfaction is taking action on the feedback you receive. It's not enough to simply collect customer feedback and track metrics - you need to respond to it in a timely and effective way. This means analyzing customer comments, identifying trends, and making changes based on what customers are saying about your business. Doing this will ensure your customers have a positive experience every time they engage with your business.

Measuring customer satisfaction is essential for any business looking to grow and succeed in the long run. By taking regular feedback from customers and responding to their needs, businesses can ensure they are giving their customers the best possible service and achieving their desired results.

What Are Ways to Increase Customer Satisfaction?

There are a variety of ways to increase customer satisfaction. Companies should focus on providing excellent customer service, clear and accurate communication, continual improvement, and incentives for repeat business.

First and foremost, it is essential to provide excellent customer service at all times. This means promptly responding to inquiries and complaints from customers, using friendly language when communicating with them, and going above and beyond to make sure they get the best experience possible.

Another key factor in increasing customer satisfaction is communication that is clear and accurate. Companies should provide customers with information about their products or services in a concise yet comprehensive way so that they understand exactly what they are getting. This also applies to any company policies or changes that customers should be aware of.

Continual improvement is also important to maintain customer satisfaction. Companies should continuously look for ways to improve their products and services, such as by taking feedback from customers or engaging in market research. This ensures that customers get the best experience possible and keeps them coming back for more.

Finally, offering incentives for repeat business is a great way to increase customer satisfaction. Companies can provide discounts or other rewards that encourage customers to continue using their services. This helps to build loyalty and trust between the company and its customers.

In conclusion, providing excellent customer service, clear and accurate communication, continual improvement, and incentives for repeat business are all effective ways to increase customer satisfaction. When companies prioritize these methods, they can ensure their customers have the best possible experience and will keep coming back for more.

What Is Face-to-Face Customer Service?

Face-to-face customer service is a personalized and direct form of communication with customers that typically takes place in a retail setting. It involves physical interaction between the customer and an employee, such as a sales representative or customer service representative. Face-to-face customer service emphasizes building strong relationships with customers by providing them with customized interactions that meet their individual needs. This type of customer service helps to foster loyalty, ensure satisfaction, and maximize the retention of customers and their future purchases.

When providing face-to-face customer service, employees should demonstrate excellent communication skills and exhibit a friendly attitude. They must also be knowledgeable about products or services being sold so they are able to answer any questions customers might have. Employees should be able to handle customer complaints professionally and courteously while demonstrating an understanding of the customer’s individual needs.

By providing face-to-face customer service, businesses can ensure that their customers are satisfied with their purchases and experiences. This will help to build relationships between customers and businesses, resulting in increased customer loyalty. By creating a personalized experience for each customer, face-to-face customer service can also help to drive sales as customers are likely to return with repeat business.

What Is Remote Customer Service?

Remote customer service is a business model in which customer service representatives provide support and assistance to customers remotely, rather than in person. This typically involves phone or online chat sessions with customers, though some companies may also use email as a primary communication channel.

By using remote customer service, businesses can reduce the cost of maintaining an in-house call center and provide their customers with better service. Remote customer service allows representatives to quickly and easily access the customer's information, which reduces the time it takes to resolve a problem or answer a question. Remote customer service provides businesses with increased flexibility, as they can hire agents who are located anywhere in the world. This enables them to provide 24/7 customer service, no matter the time zone of their customers. Remote customer service is becoming increasingly popular as businesses realize the potential benefits it offers in terms of cost savings and customer satisfaction.

What Is Engaging With Difficult Customers?

Engaging with difficult customers requires a special set of skills that enables you to handle customer complaints without losing your composure or patience. It is essential to approach each customer interaction with empathy, understanding, and respect. You can show these qualities by listening attentively, asking open-ended questions, and responding thoughtfully to their concerns. In addition, it is important to stay calm, be polite and remain professional. Additionally, it is important to make sure you acknowledge the customer’s feelings to show them that you are understanding their issue. It is also essential to remember the customer service code of conduct and remain mindful of the company policy when dealing with difficult customers. Engaging with difficult customers can be challenging, but with the right attitude and approach it can help you resolve customer complaints successfully.

With practice and effective customer service training, you can learn to handle difficult customers with confidence. Having a clear understanding of your company’s policies and procedures will help you remain professional when communicating with customers. Engaging with difficult customers successfully is a skill that requires patience and practice. Being able to effectively handle customer complaints is a key component of successful customer service. With the right attitude and approach, however, it can help build customer loyalty and boost customer satisfaction.

What Are Ways to Increase Customer Loyalty?

Increasing customer loyalty is a key goal for any business, as loyal customers will return time and again. There are several ways to achieve this, some of which include providing excellent customer service, offering rewards or discounts, customizing products and services, building relationships, and keeping customers up-to-date with product news.

Excellent customer service is one of the best ways to create customer loyalty. Customers appreciate being treated with respect and their opinions valued, so businesses should make sure they have a team that is well-trained in providing customers with an excellent experience. Offering rewards or discounts for repeat purchases can also encourage customers to return. Many companies offer loyalty programs as part of their customer loyalty strategy, which incentivizes customers to keep coming back.

Personalizing products and services for customers can also increase customer loyalty. Companies should build relationships with their customers by getting to know them better, understanding what they need, and providing customized options that meet those needs. Businesses should keep customers informed of any new products or services, as well as discounts, or any other news that may be of interest to them.

By following these steps, businesses can foster customer loyalty and keep customers coming back. Loyal customers will help ensure the success of any business. When companies invest in their customers, they are investing in their future.

Explore Customer Service Training Classes Near Me:

 

Registration:

Have a Group?
Request Private Training

7/3/2023 10:00:00 AM
Online Class

Registration Deadline - 06/18/2023

 

8/18/2023 10:00:00 AM
Online Class

Registration Deadline - 08/01/2023

 

9/25/2023 10:00:00 AM
Online Class

Registration Deadline - 09/10/2023

 

11/7/2023 10:00:00 AM
Online Class

Registration Deadline - 10/23/2023

 

12/22/2023 10:00:00 AM
Online Class

Registration Deadline - 12/05/2023

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