Module :01 | |||
Understanding Customer Service | 00:17:00 | ||
Identifying Customer Expectations | 00:06:00 | ||
Providing Excellent Customer Service | 00:07:00 | ||
Module: 02 | |||
Focusing on Your Customer | 00:15:00 | ||
Customer Service and the Telephone | 00:08:00 | ||
Handling Complaints | 00:12:00 | ||
Enduring Stress | 00:13:00 | ||
Module: 03 | |||
Communication Skills | 01:00:00 | ||
Dealing With Challenges Assertively | 00:15:00 | ||
Dealing With Difficult People | 00:30:00 | ||
Dealing With Stress | 00:30:00 | ||
Meeting Expectations | 00:15:00 | ||
Setting Goals | 00:30:00 | ||
Seven Steps to Customer Problem Solving | 00:30:00 | ||
Telephone Techniques | 01:00:00 | ||
The Fifth Critical Element – Measure It | 00:15:00 | ||
The Fourth Critical Element – Be a Problem Solver | 01:00:00 | ||
The Second Critical Element – Defined in Your Organization | 00:15:00 | ||
The Sixth Critical Element – Reinforce It | 00:30:00 | ||
The Third Critical Element – Given Life by the Employees | 00:15:00 | ||
What is Customer Service? | 00:15:00 | ||
Who Are Your Customers? | 00:15:00 | ||
Module: 04 | |||
Six Critical Elements | 00:30:00 | ||
Understanding Leadership | 00:30:00 | ||
Five Practices of Leadership | 00:45:00 | ||
Module: 05 | |||
Asking the Right Questions | 00:15:00 | ||
Close with Vocals | 00:15:00 | ||
Closing Down the Voice | 00:10:00 | ||
Cold and Warm Calls | 00:15:00 | ||
Developing a Script | 00:15:00 | ||
Did You Hear Me? | 00:15:00 | ||
It’s More Than Just a Phase | 00:15:00 | ||
Negotiation Techniques | 00:15:00 | ||
News from Within | 00:15:00 | ||
Perfecting the Script | 00:15:00 | ||
Phone Tag and Getting the Call Back | 00:15:00 | ||
Sales by Phone | 00:10:00 | ||
Saying No | 00:05:00 | ||
Staying Out of Voice Mail Jail | 00:05:00 | ||
Stress Busting | 00:05:00 | ||
Taking Messages | 00:05:00 | ||
This is My Mentor | 00:05:00 | ||
To Serve and Delight | 00:05:00 | ||
Verbal Communication Techniques | 00:15:00 | ||
What’s Missing in Telephone Communication? | 00:15:00 | ||
Who are Your Customers? | 00:15:00 | ||
Module: 06 | |||
Building the Future | 00:15:00 | ||
Checklist for Success | 00:15:00 | ||
Considerations in Tool Selection | 00:15:00 | ||
Customer Relationship Management | 00:10:00 | ||
Evaluating and Reviewing Your Program | 00:15:00 | ||
Homegrown vs. Application Service Provider | 00:15:00 | ||
Requirement Driven Product Selection | 00:15:00 | ||
Strategies for Customer Retention | 00:15:00 | ||
The Development Team | 00:15:00 | ||
What CRM Is and Who It Serves | 00:15:00 | ||
Module: 07 | |||
Getting Started | 00:05:00 | ||
It Starts at the Top | 00:20:00 | ||
Peer Training | 00:20:00 | ||
How to Build Rapport | 00:30:00 | ||
Learn to Listen | 00:25:00 | ||
Manners Matter – Etiquette & Customer Service (I) | 00:25:00 | ||
Manners Matter – Etiquette & Customer Service (II) | 00:20:00 | ||
Handling Difficult Customers | 00:25:00 | ||
Getting the Necessary Information | 00:15:00 | ||
Performance Evaluations | 00:05:00 | ||
Training Doesn’t Stop | 00:15:00 | ||
Wrapping Up | 00:05:00 | ||
Assignment | |||
Assignment – Customer Service Advisor Course | 2 weeks, 1 day | ||
Order Your Certificate | |||
Order Your Certificate QLS | 00:00:00 |
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