Delivery: Online
Estimated Length: 1 seat hour
Price: $49.00
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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.
Completion Time:
The estimated completion time for this course is one hour. The maximum allotted time is four months from enrollment.
Benefits:
- receive a MindEdge certificate of completion
Upon completing this course, students will be able to:
- 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