2372 Customer Service courses delivered Online

Implement areas that could use improvement, based on your service assessment. Courteous behavior determines how customers perceive the quality of your goods and services. Understand how to apply the customer care courtesy model that includes being right, ready, recommending solutions, and resolving problems. Discover how you can go beyond the basics of courtesy behaviors. Learning Objectives Complete a courtesy self-assessment, Explain the impact of courtesy on your bottom line, Implement a powerful Customer Care Courtesy Model Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Follow-through with customers after the sale ensures that all the work you did up front not only sticks but produces additional sales. Up-selling works best when suggesting something related or like the original purchase. Discover you could up-sell before, during or after the sale. We will guide you to move from hunting to harvesting a client and how to sell more in less time. Learning Objectives Explain the importance of follow-through, Initiate and work up-selling opportunities, Establish an automated follow-up system Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

The Primacy Effect influences lasting impressions, determining the quality of the relationship in the future. Moments of Truth are 'touch points' in time that a customer evaluates when giving you a service 'score.' Understand the ten tips for great greetings and introductions. Choose your opening words wisely and we will show you how to balance professionalism with 'personalism.' Learning Objectives Explain the Primary Effect's influence on first impressions, Apply 10 tips for great greetings, Identify how to use name tags and professional greeters when appropriate, Implement effective greeting words choices Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Words can make or break or break a good first impression. Choose them carefully. Discover why it is important to use positive language, expressing what you can do, not what you can't. Understand how to be specific in your written and spoken communication and how to end your sentences appropriately. Be careful how you express yourself. You may not be preventing wars, but one word can save or lose a valued customer! Learning Objectives Explain the power of words used in business, Choose appropriate, more powerful word choices, Edit writing to use less words for more impact Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Peer coaching is a cost-effective way to provide quality employee development to high-potential and emerging leaders. Learn about the behaviours that will ensure you are a great peer coach. You will understand why questions play an important role for effective coaching and how to use the correct questioning sequence for an effective coaching session. Learn the behaviours and steps under your control for achieving the end goal. Learning Objectives Explain the benefits of peer coaching, Implement behaviors of effective peer coaches, Describe four partnering roles of peer coaches, Apply the GROW model for sequencing questions in a coaching session Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the importance of holding the receiver properly to maintain energy and vocal quality and how to vary your rate of speech to maintain listener interest. Adjust your voice to match the purpose of the call. Lowering your vocal range sends a more controlled image. Listen to learn the purpose of the call. Don't interrupt. Ask questions to clarify understanding. Learn how to flawlessly place calls on hold or transfer like a pro. Your customers will appreciate you! Learning Objectives Apply guidelines for physically handling the telephone, Implement voice guidelines, Apply effective telephone greetings, Transfer calls to make great first impressions Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

While having the right resources is important, often it's other people who can help us most. Anyone with whom you communicate knows something that you don't. We can all learn from and help each other create a continuous learning path. Learn how you can actively mentor those around you. Share knowledge, experience and insights with those around you. Are you ready and willing to mentor? We will share the characteristics of effective peer mentors and teach you eight types of peer mentoring. You will also understand what behaviors to avoid such as criticizing, giving advice and rescuing. Learning Objectives Assess your mentoring readiness, Identify the characteristics of effective peer mentors, Implement three steps for formal peer mentoring Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

There are many challenges to getting the right help, most of which are our own mental self-doubt that gets in the way. We will teach you the guidelines for getting the right help. The one technique for getting help is to ask for it in the form of a statement. We will show you how to ask for the detail, be specific and thanking your helper. You will understand the benefits of a buddy system approach and group brainstorming. We will guide you on certain areas you need to be sensitive when asking or giving help. Learning Objectives Explain the challenges of getting appropriate help, Apply guidelines for getting help, Describe working with gender style differences Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

The first priority in calming upset customers is to diffuse tension and then resolve the issue. Discover some words to avoid and how to ensure angry customers feel like they are heard, feeling empathy and can see you are trying to find a resolution. The focus needs to be you and the customer against the situation. Learn how to implement a four-step model for calming upset customers. Understand how to manage customer complaints better in the future by understanding the special needs of customers with complaints. Learning Objectives Explain the difference between difficult situations and difficult customers, Apply a four-step model for calming upset customers, Summarize the do's and don'ts of working with upset customers Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Avoid the cumulative effects of stress by daily balancing them out with stress management techniques. We will help you to understand the three 'legs' of stress management and how you can apply control and cleanse techniques for managing stress. Learning Objectives Apply CONTROL techniques for managing mental stress, Implement CLEANSE techniques for managing chemical stress, Explain techniques for managing structural stress, Summarize what you can do daily to combat stress Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams