How Can I Help You? Customer Service Best Practices
Course Overview
This course explores best practices in providing customer service. This course can serve as an introduction if this is your first customer service job. But even if you are a seasoned professional, the scenarios and activities will give you a chance to ask yourself how you might better handle balancing the needs of your customers with the needs of your organization.
- Price: $49.00
- Seat time: 1h
- Course number: ew024_01_ME
- Dynamic language translation available
- Category: Customer Service
The estimated completion time for this course is 1 hour. The maximum allotted time is one month from enrollment.
Course Objectives
identify customers as one of four different types: agreeable, directive, analytical, or expressive
adapt your customer service interaction to the customer's type
understand that customer service language should be both polite and efficient
explain how providing customer service over the phone or online differs from providing customer service in person
identify poor examples of customer service and explain how the agent could improve his or her interactions
understand how body language can affect customers' perception of the service they are receiving
use the "No...but" technique to emphasize what the agent can do rather than what he or she can't
understand the reasons that customers might be difficult and handle difficult customers professionally
explain why providing customer service requires great communication with co-workers and supervisor
adapt your customer service interaction to the customer's type
understand that customer service language should be both polite and efficient
explain how providing customer service over the phone or online differs from providing customer service in person
identify poor examples of customer service and explain how the agent could improve his or her interactions
understand how body language can affect customers' perception of the service they are receiving
use the "No...but" technique to emphasize what the agent can do rather than what he or she can't
understand the reasons that customers might be difficult and handle difficult customers professionally
explain why providing customer service requires great communication with co-workers and supervisor
Course Benefits
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