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Provided by: Seletel Informatique Customer ServiceCustomer Relationship Management |
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Online
Certificate Program
Provided by Seletel Informatique
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.
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Customer Service
1. DEFINING SERVICE
Time: 5 hours
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
2. COMMUNICATING
Time: 6 hours
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
3. FIXING PROBLEMS
Time: 4 hours
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
4. BUILDING A DEPARTMENT
Time: 4 hours
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
5. TOOLS OF THE TRADE
Time: 4 hours
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
Time: 5 hours
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
2. COMMUNICATING
Time: 6 hours
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
3. FIXING PROBLEMS
Time: 4 hours
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
4. BUILDING A DEPARTMENT
Time: 4 hours
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
5. TOOLS OF THE TRADE
Time: 4 hours
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
About The Training Provider: Seletel Informatique
Seletel Informatique - Are you looking for a way to master skills that doesn't involve time-consuming classroom attendance? Are you looking for a way to train yourself at a lower cost? Need some qualifications for a job? Need to train your employees? Try our solution. When you register for an online course you will receive one year of unlimited access to your online computer training course.
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