How a business treats its customers can be the difference between success and failure.
How a business treats its customers can be the difference between success and failure. Great customer service happens at every touchpoint. In this “Customer Service” training course, you’ll learn why customer-focused service is important and how to upgrade your company’s level of customer service. You’ll learn strategies and techniques to improve customer service in the workplace and how to use a vocabulary of empathy and support to implement customer-focused service. For example, you’ll learn how to deal with disgruntled customers, how to create a culture of internal customer service, and important principles of telephone etiquette.
Excelling at customer service means growth, personal success, and profit for your company. In this course, you’ll learn the elements of on-site service calls, the importance of the internal customer relationship, and strategies for servicing internal customers. In addition, you’ll learn best practices in customer service, including how to avoid common errors and dealing with angry customers. Upon completing this training video you’ll have strategies for customer service by telephone, online, and in-person.
Learning Objectives
- Understand the importance of customer service
- Discover tools for building customer relationships
- Understand what customer-focused service is
- Learn the elements of in-the-field customer service calls
- Understand how to avoid common errors and resolve conflicts with customers
- Learn principles of telephone etiquette
- Discover the importance of internal customers
- Learn best practices for upgrading customer service
Skills you’ll gain
Customer Experience ImprovementCustomer MarketingCustomer Relationship BuildingCustomer Service TrainingCustomer Success ManagementCustomer Service CertificationWhat You'll Learn
- Understand why customer-focused service is important and what it means
- Apply tools and strategies for building customer relationships using a vocabulary of empathy and support
- Handle the elements of on-site and in-the-field customer service calls and interaction strategies
- Avoid common errors and resolve conflicts when dealing with angry or disgruntled customers
- Apply principles of telephone etiquette to provide excellent telephone customer service
- Identify internal customers and create a culture of internal customer service
Key Takeaways
- How a business treats its customers can be the difference between success and failure, and great customer service happens at every touchpoint.
- Customer-focused service can be implemented using a vocabulary of empathy and support along with clear actions and goals.
- Excelling at customer service supports growth, personal success, and profit for the company.
- The course covers strategies for delivering customer service by telephone, online, and in person.
- Servicing internal customers and building internal customer relationships are part of creating a culture of internal customer service.
Frequently Asked Questions
What does this Customer Service course cover?
It covers why customer-focused service is important, strategies and techniques to improve customer service, a vocabulary of empathy and support, the elements of on-site service calls, dealing with angry and disgruntled customers, principles of telephone etiquette, internal customers, and best practices for upgrading customer service.
What skills will I gain from this course?
The course builds skills in customer experience improvement, customer marketing, customer relationship building, customer service training, customer success management, and customer service certification.
How does this course teach handling difficult customers?
It teaches how to deal with disgruntled and angry customers, how to avoid common errors, and how to resolve conflicts, including conflict and solution scenarios.
Does the course address internal customer service?
Yes. It explains the importance of internal customers, how to identify them, internal customer relationships, servicing internal customers, and creating a culture of internal customer service.
What service channels does the course prepare me for?
Upon completing the course you will have strategies for customer service by telephone, online, and in person.
Transcript
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Transcript of the free preview lesson. Remaining lessons unlock with the full course.
My name is Brian Goldojarb, presenting the course "Excelling at Customer Service." Excellence in customer service is built on a solid foundation of clear communication This includes using the tools of active listening, confirmation of data, simple, clear statements, and consistent follow-up to resolutions. Excellence in customer service is at the heart of all good marketing, sales, as well as product support and problem resolution. Great customer service happens over the phone, on the Internet, on the sales floor, and at the customer's home or place of business. It brings satisfaction to all parties in a transaction, and it produces a steady stream of referrals and repeat business. Excelling at customer service is growth for your company, personal success, security, and ultimately, it means money in your pocket. My background includes over 25 years in business. My context and responsibilities have included prospecting for new business, expanding product base and services, and it'll be my pleasure to present and to share some of the tools, opportunities, strategies, and techniques so that you can take advantage of bringing excellent customer service to your own business.
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