Curriculum
- 8 Sections
- 101 Lessons
- 2 Days
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- Module 1: Introduction to Customer Service15
- 1.0What Is Customer Service?
- 1.1Developing a Customer-Centric Mindset
- 1.2Who Are Your Customers?
- 1.3Internal Customers
- 1.4External Customers
- 1.5When & Where Does Customer Service Take Place
- 1.6The Need For Customer Service
- 1.7Rewards
- 1.8Penalties
- 1.9What Does Customer Service Mean To You?
- 1.10Excitement is Contagious
- 1.11Unpleasant Experiences
- 1.12Satisfying Experiences
- 1.13Developing A Customer Friendly Attitude
- 1.14Evaluation
- Module 2: Customer Service Communication Skills21
- 2.0Communication Skills
- 2.1Developing Effective Communication Skills
- 2.2Presenting a Professional Image
- 2.3Key Body Language Aspects
- 2.4Physical Distance
- 2.5Non-verbal Communication Skills
- 2.6Body Language
- 2.7Choice of Words
- 2.8The Choice Of Words
- 2.9Verbal Communication Skills
- 2.10May I
- 2.11Tone Of Voice
- 2.12Thank You
- 2.13The Close
- 2.14Please
- 2.15Energy
- 2.16Pace
- 2.17Being Positive
- 2.18Tone Of Voice
- 2.19Inflection
- 2.20Volume
- Module 3: Customer Analysis: Knowing your Customer7
- Module 4: Calming Upset Customers9
- 4.0What Makes Customers Upset?
- 4.1Avoiding Upsets
- 4.2What Can You Do To Avoid Upsets?
- 4.35 Key Steps to Calming Upset customers
- 4.4Accurately identify the problem.
- 4.5Confirm The Customer’s Value
- 4.6Synchronize & Summarize
- 4.7Conclude By Affirming The Customer’s Value Again
- 4.8What To Do When You Are Upset.
- Module 5: Telephone Customer Service11
- Module 6: Internet Customer Skills14
- Module 7: Time Management Strategies11
- Module 8: Stress Management Strategies13
- 9.0Stress Management
- 9.1What is Stress?
- 9.2What Causes Stress?
- 9.3Stress Symptoms
- 9.4What Can Be Done To Manage Or Even Eliminate Stress?
- 9.5Do Something That You Love
- 9.6Don’t Feel Responsible To Solve Every Situation
- 9.7Have A Hobby
- 9.8Rest, Take That Vacation
- 9.9Exercise
- 9.10Be Organized
- 9.11We All Make Mistakes
- 9.12Be Positive
We All Make Mistakes
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