Customer Service Training

Summary:

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.

This Customer Service online training series provides 23 hours of self-paced courseware. This web-based training provides 1 year of unlimited access to all of the following lessons:

1 . Defining Service
2 . Communicating
3 . Fixing Problems
4 . Building a Department
5 . Tools of the Trade

Lesson Detail:

Defining Service
This course explains the concept of company-wide customer service and standards.

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
This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

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
This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

Using Complaints
Frequently Asked Questions
Answering Employee Questions
Finding What Customers Want
Using Surveys
Finding (the Real) Problems
Finding Solutions

Building a Department
This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.

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
This course explains the concept of company-wide customer service and standards.

Talking to Customers
Using the Phone
Phone and Fax Lines
Electronic Mail
Communicating with Electronic Mail
The Internet
Presenting a Web Site

Certification:
Customer Service

Audience:
This series is for anyone who wants to learn about creating and maintaining good customer service.

Features:

Exercises allow learners to practice in the actual application being studied.
A Course Topics list contains active hyperlinks, permitting quick access to specific topics.
Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course.
Search text enables learners to rapidly search all text within a course to easily retrieve information required.
Courses challenge the learner with a variety of question formats, including multi-step simulations, true/false, multiple choice, and fill-in-the-blank.
A skill assessment generates a customized learning path based on the results of a pre-test.
A glossary provides a reference for definitions of unfamiliar terms.
Bookmarking tracks the learner's progress in a course.

Technical Requirements:

Internet connection
Browser: Internet Explorer, FireFox, Chrome, Safari, Opera or any standards compliant browser.
Authorware and Macromedia Flash player recommended but not required.
JavaScript must be enabled.

What You Get:

You will receive Unlimited Access to all of the Customer Service training tutorials listed above. Your online training courses will be available from anywhere you have internet access.This e-learning series includes all of the online training tutorials listed and is provided in an interactive, self-paced format. Retake any or all of our computer training as often as you want. Our online tutorials allow you to learn anywhere, anytime from any computer with internet access. All courses allow for 1 year unlimited access (1 user), include a variety of features and qualify for Continuing Education Unit credit.

StaffKit is a leader in providing computer training tutorials and online education. We have satisfied e-learning customers in over 45 countries and have been providing web based training for over 8 years.

Web-Based Training Products:

Customer Service Online Training Series

Only $29.95

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