Competency Development Customer Service Basics

Customer Service Basics

34.65 34.65
$34.65
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This Package Contains Courses - See More
  • Course Delivery: On Demand
  • Duration: 7 
  • Language: English
  • Audience:

    Individual Contributors, Team Members

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Vado is a Project Management Institute (PMI) Registered Education Provider (R.E.P.) This course has been approved for (Number of hours listed in duration field, currently) credit hours for project managers looking to maintain their certification.
 

Description

Individuals build the skills required to deliver excellent customer service and build customer loyalty.

 

Course Objectives

After completing this course you will be able to:

  • Building Customer Rapport
  • Listening to Your Customers
  • Developing Your Customer Focus
  • Customer Service over the Phone
  • Internal Customer Service
  • Serving Customers in the Field
  • Customer Service Confrontation and Conflict

The Following Courses Are Included In This Package:

Course Name Industry Course Delivery
 

Topics Covered

Building Customer Rapport

No matter what product or service you may offer, our role in the company is to support and serve our customers, and one of the best ways to deliver excellent customer service is by building relationships with our customers.

In this course you will learn what creates great rapport with others, as well as determine what actions you can take to strengthen the rapport with each of your customers.

Listening to Your Customers

Communication is an essential skill for anyone to have, and listening is an essential component of communication. When we listen well to others, we hear what was said and get key information. We show the person that he or she is valuable, and that what the person has to say is important. Of course, all of this is especially important when interacting with our customers.

The better you listen to your customers, the more likely they will communicate with you, share their experiences with your products or services, as well as help you understand what™s required to keep them as customers for the long-term.

By completing this course, you will:

  • Know how to strengthen your ability to listen to your customers

Developing Your Customer Focus

The experience a customer has when interacting with you makes a difference. When you interact with a customer, you represent not only yourself, but also the company and it™s products or services. The experience the person has with you, in large part, helps shape the opinion the customer has about the entire company, no matter if you are a small business with five employees or a large company of 50,000 employees.

By completing this course, you will:

  • Know the actions you will take to strengthen customer loyalty

Customer Service over the Phone

Great customer phone support has a positive impact on customer satisfaction and long-term customer retention. Customer service representatives who implement what™s required to promote a positive brand image and exceed customer expectations, experience greater professional success within the company, while at the same time helping both the customers and the company succeed.

For this course you will focus on implementing the key actions everyone should do to deliver great customer service over the phone.

By completing this course, you will:

  • Know the requirements to deliver great customer service over the phone

Internal Customer Service

Providing good customer service is not only important for external customers, but for internal co-workers as well. It is certainly true that a huge factor in being able to deliver outstanding external customer service is great internal customer service. This is because everyone within your organization impacts the outside customer. And so, anyone within the organization who is dependent on you to get work done should be considered your internal customers.

For this course you will focus on the actions you must take to strengthen your relationships with your internal customers to ensure the right work gets done at the right time for both individual and company success.

Serving Customers in the Field

Positive interactions with customers in the field lead to customer referrals, and thus an increase in revenue, as well as a great company brand. When customers have negative field service experiences it significantly impacts the company™s perception and can lead to the loss of customers and revenue.

For this course you will focus on the essential actions required to deliver great customer service in the field to ensure customers are happy and satisfied and share their great experiences with others.

Customer Service Confrontation and Conflict

In business, conflict is inevitable. However, if mismanaged or ignored, conflict can become bad for business. If you don™t adequately address and resolve conflict with customers, it can negatively impact customer retention, loyalty and brand awareness. So, how do you handle angry and confrontational customers? Well, by following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations.

By completing this course, you will:

  • Know how to effectively manage difficult customer situations
 

Subject Matter Expert

Vado offers 350+ employee soft skill and management development e-learning courses that is “changing the face of learning” with course design that includes the following elements:

Development Happens on the Job. Research shows that 70% of development happens on the job, and Vado is the only off the shelf e-learning courseware provider that helps the learner apply on the job through step by step instructions.

Chucked Learning. Some call it granular, others call it chunked, microlearning or learning bursts . They mean the same thing – learners want short learning courses. Study after study shows that taking in information in small bite sized chunks leads to increased learner retention. The market has been recognizing this trend toward shorter and shorter learning courses and have shortened e-learning courses from 4 hours to 1 hour to 30 minutes. Our learning content takes this trend to the next step to meet the demands of learners.

Video. In their personal life, employees learn new information by watching videos and they have come to expect that on the job. All of Vado’s courses start with a short instructional video. And the videos are in high definition for a better learner experience.

Optimized for the mobile learner. Mobile means two things: technology and the learner experience. Vado’s learning content is optimized for both meanings. From a technology standpoint, all 300+ courses are viewable from all hand held devices. From a learner experience perspective, small bite sized videos fit the mobile learners’ requirement of not having to complete long courses on their hand held device.

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