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 Course1 | 1 week, 3 days | ||
Order Your Certificate | |||
Order Your Certificate QLS | 00:00:00 |
Review: Hi Muhammad, Congratulations on completing the course. We are delighted to know that you are happy with our course. Thank you so much for your such amazing feedback. We are looking forward to serving you again. Regards, One Education
Review: I have just finished this course. I found it interesting, full of information and applicabale techniques to achieve the desired level of customer service. I am happy to purchase the course.
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