Customer Service Training

Annual Subscription
Total Items: 5
Total Time: 23 hour(s)

 $83.00
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Customer Service

Summary:

This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.

 

Audience:

This series is for anyone who wants to learn about creating and maintaining good customer service.

Features:

  • Exercises allow learners to practice in the actual application being studied.
  • A Course Topics list contains active hyperlinks, permitting quick access to specific topics.
  • Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course.
  • Search text enables learners to rapidly search all text within a course to easily retrieve information required.
  • Courses challenge the learner with a variety of question formats, including multi-step simulations, true/false, multiple choice, and fill-in-the-blank.
  • A skill assessment generates a customized learning path based on the results of a pre-test.
  • A glossary provides a reference for definitions of unfamiliar terms.
  • Bookmarking tracks the learner's progress in a course.

 

Includes:

(Click each bar below for more information)
Customer Service: Defining Service

Summary:

This course explains the concept of company-wide customer service and standards.

Objectives:

  • Define "customers" and "service"
  • Gather repeat business
  • Get the entire company involved in good service
  • Create standards of customer service
  • Define a business's customer segments

Topics:

  • Understanding "Customers" and "Service"
  • Bringing the Customer Back
  • Making the Mission a Priority
  • Getting Everyone Involved
  • Service from the Top Down
  • Creating Service Standards
  • Implementing Service Standards
  • Customer Segments
  • Segmenting Your Customers

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Communicating

Summary:

This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

Objectives:

  • Use the best words for getting the message across
  • Identify and speak to the customer's style of communication
  • Use questions to get more information about a problem
  • Handle conflict and angry customers
  • Write purposeful letters to customers
  • Write effective "bad news" letters
  • Write useful instructions and manuals

Topics:

  • Getting Your Message Across
  • Using the Right Words
  • Matching the Customer's Style
  • Using Questions
  • Dealing with Angry Customers
  • Resolving Conflict
  • Writing Letters to Customers
  • Breaking Bad News in a Letter
  • Giving Written Instructions
  • Writing Helpful Manuals

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Fixing Problems

Summary:

This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

Objectives:

  • Turn complaining customers into satisfied customers
  • Create answers to Frequently Asked Question
  • Answer internal questions
  • Find customer wants
  • Find the true sources of problems
  • Solve problems

Topics:

  • Using Complaints
  • Frequently Asked Questions
  • Answering Employee Questions
  • Finding What Customers Want
  • Using Surveys
  • Finding (the Real) Problems
  • Finding Solutions

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Building a Department

Summary:

This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.

Objectives:

  • Create a customer service organization
  • Build teams
  • Hire the right personalities for customer service
  • Motivate customer service people
  • Educate and improve customer service people
  • Set up a good organizational environment
  • Equip customer service for international relations

Topics:

  • Forming a Customer Service Organization
  • Building Teams
  • Hiring Service Pros
  • Motivating Service People
  • Helping the Good Get Better
  • Creating a Productive Environment
  • Getting Help to Customer Service
  • Good Service for Your Employees
  • International Customer Service

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Tools of the Trade

Summary:

This course explains the concept of company-wide customer service and standards.

Objectives:

  • Choose a phone system for customer contact
  • Use voice mail and phone etiquette for customer interactions
  • Set up phone and fax lines
  • Use electronic mail
  • Help design a company information web site

Topics:

  • Talking to Customers
  • Using the Phone
  • Phone and Fax Lines
  • Electronic Mail
  • Communicating with Electronic Mail
  • The Internet
  • Presenting a Web Site

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.

 

 

 

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Customer Service Training

Annual Subscription
Total Items: 5
Total Time: 23 hour(s)

 $83.00
Quantity: