|
Provided by: Online Training Directory Customer Service Certificate |
 |
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. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student.
Welcome to Customer Service Certificate 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.
Welcome to Customer Service Certificate 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.
|
|
||||||||
Training
Provided by Online Training Directory
- O asked: i want to take this course online.
- M asked: Hi! Good day! I want to be a call center agent would you send me a lecture how to be an excellent CSR? Thank you and more power.
- L asked: what are the charges of the course
Customer Service Certificate
Outcomes After completing this course, students will be able to:
Defining Service
- 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 segment
Communicating
- 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
Fixing Problems
- 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
Buildling a Department
- 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
Tools of the Trade
- 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
Defining Service
- 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
Communicating
- 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
Fixing Problems
- Using Complaints
- Frequently Asked Questions
- Answering Employee Questions
- Finding What Customers Want
- Using Surveys
- Finding (the Real) Problems
- Finding Solutions
Buildling a Department
- 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
Tools of the Trade
- Talking to Customers
- Using the Phone
- Phone and Fax Lines
- Electronic Mail
- Communicating with Electronic Mail
- The Internet
- Presenting a Web Site
About The Training Provider: Online Training Directory
Online Training Directory - JER Online (JER Group, Inc.) lists over 1000 , cost affordable, non-credit Courses and Certificates in its own proprietary online catalog. We are always adding "more courses...all the time " to a growing inventory.
The courses and certificates that comprise JER Online s course catalog are developed by (1) JER Online, (2) a growing number of accredited .edu partners and by (3) corporate...
