Customer Service Essentials is a comprehensive learning course for professionals who engage in customer service.
In this 3-hour course, you shall be immersed in the practical concepts and skills that will apply to help you in your day-to-day engagement with customer service. The Customer Service Essentials shall mainly focus on concepts of sales and service relationships, providing great customer service, and problem resolution. In addition, the course overall has the best practices of successful companies who are leading in the realm of customer service
LEARNING OBJECTIVES
- Defining Customer Service
- How Customer Service Applies to Every Business
- Best Company Standards on Customer service
- Getting to high service levels
- Powering a great service culture
- Key learnings and takeaways from Case studies
- A deeper look at Managing Negative Customer Service Engagements
Target audiences
- Customer Service Representatives
- Call Center Agents
- Front Desk Associates
- Service Staff
- Front Line Managers
- Professionals who handle customer concerns
- Sales Professionals
- Business Owners
- Professionals with strong interest in Customer Service
- Professionals targeting a role in Customer Service
Requirements
- There are no pre-requisite programs to take this course.
Curriculum
- 3 Sections
- 17 Lessons
- Lifetime
Expand all sectionsCollapse all sections
- Introduction7
- 2.1Customer Service Introduction8 Minutes
- 2.2Sales and Service Relationship9 Minutes
- 2.3Importance of Customer Service11 Minutes
- 2.4Levels of Business Customer Service – Part 110 Minutes
- 2.5Levels of Business Customer Service – Part 27 Minutes
- 2.6Levels of Business Customer Service – Part 311 Minutes
- 2.7Check for Understanding10 Minutes9 Questions
- Providing Great Customer Service9
- 3.0Customer Service Excellence Key Factors10 Minutes
- 3.1Customer Loyalty9 Minutes
- 3.2Great Service Rules16 Minutes
- 3.3Delivery Key Characteristics9 Minutes
- 3.4Evaluating Yourself and Your Company10 Minutes
- 3.5Evaluating Your Service Attitude10 Minutes
- 3.6Powering a Service Culture12 Minutes
- 3.7Personal Primers8 Minutes
- 3.8Check for Understanding60 Minutes10 Questions
- Problem Resolution4
Instructor
International HR Institute
Future thinking, now.
IHRI is a leading professional organization for professional development and lifelong learning for the HR management profession.
IHRI provides professional development and lifelong learning boosting your career through flagship certifications, self-paced courses, and asynchronous academic degrees
OUR VISION:
IHRI to be South East Asia's center of excellence in shaping the future of the HR management profession.
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