Customer Service online training courses
Total Courses: 5    Estimated Training Time: 23 Hour(s)

Summary

1 Year Unlimited access to all 5 courses listed below, includes over 23 hours of online courseware.

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.

Current Price: $29.95 | List Price: $99.95

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:

  • Customer Service: 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

  • Customer Service: 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

  • Customer Service: 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

  • Customer Service: 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

  • 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 an e-learning leader in providing computer training tutorials and online education. We have satisifed online learning customers in over 50 countries. We have been providing web based training for the past 9 years.

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