Customer Service

Duration: 1.00 Hrs

Course Level: Intermediate
Languages: English
Capability: Audio, Video, MobileReady

This two part course discusses Smart Customer Service. Part One is designed to help you understand how to present yourself well at all times. You’ll learn how to conduct yourself in first impression situations, speak and act courteously at all times, maintain a positive attitude, and act ethically and fairly with every customer you meet. Part Two is designed to help you improve your listening skills so that you will be able to interact well with all your customers, whether you handle them face-to-face or by telephone.

Learning Objectives

By the end of this course, you will be able to:

• Identify the components that make up a good first impression, including appearance, attitude, and body language
• Discuss the importance and impacts of practicing basic courtesies that will convey respect and consideration toward your customers
• Identify the elements that make up a good attitude, such as showing appreciation, believing yourself, and being open-minded
• Explain the importance of conducting yourself in an ethical manner
  Identify external and internal barriers to communicating with your customers
• Discuss techniques, such as listening actively and attentively, to help interpret customer requests correctly
• Describe nonverbal listening strategies to communicate attentiveness and interest to the speaker
• Explain ways to check for understanding, such as recapping, asking questions, and summarizing to ensure you interpreted the customer’s message correctly

Duration: 1.00 Hrs

Course Level: Intermediate
Languages: English
Capability: Audio, Video, MobileReady

This interactive online course is presented in three modules:

• Courtesies, Attitude, and Ethics
• Listening for Understanding
• 3 Steps to Successful Customer Interaction

You will learn how to combine the basics of customer service, how to conduct yourself in first impression situations, speak and act courteously at all times, maintain a positive attitude, and act ethically and fairly with every customer you meet. It will also help you improve your listening skills, and teach you to complete every customer interaction successfully, whether you handle customers in-person, by phone, over the Internet, or through self-service options.

Learning Objectives

By the end of this course, you will be able to:

• Discuss the importance of being knowledgeable about your company’s products, services, and policies
• Explain the three distinct customer service steps that must be completed for a successful outcome: welcoming your customers into your business, handling their requests by finding the best solution, and showing appreciation when ending the interactions
• Explain the importance of conducting yourself in an ethical manner
• Discuss techniques, such as listening actively and attentively, to help interpret customer requests correctly

Duration: 0.50 Hrs

Course Level: Intermediate
Languages: English
Capability: Audio, MobileReady

You are the face of your business; therefore, your company depends on you to present yourself well at all times. This interactive online course is designed to help you understand how to do that. You’ll learn how to conduct yourself in first impression situations, speak and act courteously at all times, maintain a positive attitude, and act ethically and fairly with every customer you meet.

Learning Objectives

By the end of this course, you will be able to:

• Identify the components that make up a good first impression, such as appearance, attitude, and body language
• Discuss the importance and impacts of practicing basic courtesies that will convey respect and consideration toward your customers
• Identify the elements that make up a good attitude, such as showing appreciation, believing yourself, and being open-minded
• Explain the importance of conducting yourself in an ethical manner

Duration: 0.50 Hrs

Course Level: Intermediate
Languages: English
Capability: Audio, MobileReady

As a frontline employee you are the primary source of communication between your company and its customers. You can improve your ability to interact well by developing listening skills. When you hear and interpret a message correctly, you will be able to understand your customers’ requests and that is the key to handling each and every customer successfully. This interactive online course is designed to help you improve your listening skills so that you will be able to interact well with all your customers, whether you handle them face-to-face or by telephone.

Learning Objectives

By the end of this course, you will be able to:

• Identify external and internal barriers to communicating with your customers
• Discuss techniques, such as listening actively and attentively, to help interpret customer requests correctly
• Describe nonverbal listening strategies to communicate attentiveness and interest to the speaker
• Explain ways to check for understanding , such recapping, asking questions, and summarizing, as to ensure you interpreted the customer’s message correctly

Duration: 1.00 Hrs

Course Level: Intermediate
Languages: English
Capability: Audio, MobileReady

Communication is the give and take exchange of information; therefore, effective verbal and nonverbal skills are crucial to understanding your customers completely. In the previous course in this series, you learned about listening for understanding, or the taking of information. In this course you will learn how to give information effectively by speaking well and using your nonverbal signals to enhance your message. This interactive online course is designed to help you improve your communication skills when you are the sender of the message, whether you handle customers face-to-face or by telephone.

Learning Objectives

By the end of this course, you will be able to:

• Discuss effective speaking skills to increase your customers’ understanding of messages you send
• Describe effective nonverbal communication to enhance your messages
• Discuss techniques for asking and answering questions to enable you to find the best solution for each customer
• Describe techniques to help build strong customer relationships

Duration: 0.50 Hrs

Course Level: Intermediate
Languages: English
Capability: Audio, MobileReady

In this lesson you will learn how to combine the basics of customer service that will help you interact well with your customers: how to present yourself well, listen for understanding, and communicate effectively to complete your customer interactions successfully. Every customer interaction involves three important steps that need to be completed in order to satisfy customers. This interactive online course is designed to help you to fully understand these three steps so that you will complete every customer interaction successfully, whether you handle customers in-person, by phone, over the Internet, or through self-service options.

Learning Objectives

By the end of this course, you will be able to:

• Discuss the importance of being knowledgeable about your company’s products, services, and policies
• Describe the typical types of customer interactions, including in-person, telephone, internet, and self-service customers, and the expectations for each type of customer
• Explain the three distinct customer service steps that must be completed for a successful outcome: welcoming your customers into your business, handling their requests by finding the best solution, and showing appreciation when ending the interactions
• Identify tips to ensure a positive experience for all types of customer interactions, and discuss ways to go above and beyond and exceed customer expectations

Duration: 1.00 Hrs

Course Level: Intermediate
Languages: English
Capability: Audio, MobileReady

This interactive online course is designed to help you understand why customers may complain, uncovers the special skills needed for handling customer complaints, and teaches an easy to learn step-by-step method for handling these types of customer contacts. At the end of this course you will apply the skills to your work environment to successfully handle any customer in any situation.

Learning Objectives

By the end of this course, you will be able to:

• Discuss the reasons customers complain
• Describe the skills needed to handle complaints
• Explain how to communicate effectively with customers who may be upset, angry, or frustrated
• Describe the 5-step method for handling customer complaints to bring successful resolution