Customer Service

Price
$395.00

Duration
1 Day

 

Delivery Methods
Virtual Instructor Led
Private Group

Course Overview

As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.

Course Objectives

In this course, you will explore the background and techniques of customer interactions. You will: • Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. • Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. • Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. • Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. • Identify remote customer service communication channels and apply remote customer service best practices. • Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. • Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation.

Who Should Attend?

This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.

United Training is committed to working as a partner with our clients. Choose United Training and take advantage of the following benefits.

  • Robust Public Enrollment Schedule. Enjoy access to hundreds of Guaranteed to Run dates across a diverse catalog of course titles.
  • Private Group Training. Let our world-class instructors come to you to deliver training at your place of business or we can present to your team online using our Virtual Instructor-Led Training platform.
  • Custom Training Solutions. Our subject matter experts can customize the class to specifically address the unique goals of your team.
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Learning Credits: Learning Credits can be purchased well in advance of your training date to avoid having to commit to specific courses or dates. Learning Credits allow you to secure your training budget for an entire year while eliminating the administrative headache of paying for individual classes. They can also be redeemed for a full year from the date of purchase. If you have previously purchased a Learning Credit agreement with United Training, you may use a portion of your agreement to pay for this class.

Training Coupons: Previously purchased Training Coupons can be redeemed for eligible courses. If you have previously purchased a Technical or Application Training Coupon pool with United Training, you may use your coupons to pay for this class.

Corporate Tech Pass: Our Corporate Tech Pass includes unlimited attendance for a single person, in the following Virtual Instructor Led course types: Microsoft Office, Microsoft Technical, CompTIA, Project Management, SharePoint, ITIL, Certified Ethical Hacker, Certified Hacking Forensics Investigator, Java, Professional Development Courses and more. The full list of eligible course titles can be found at https://unitedtraining.com/eligible.

Training Passport: A Training Passport allows you to secure up to 20 days of training to use at any time over 12 months. Your training days can be used by one member of your organization or split up among multiple employees. This course can be taken as part of your previously purchased Training Passport.

If you have questions about Learning Credits, Technical or Application Coupons, our Corporate Tech Pass, or our Training Passport, please contact your Account Manager.

Course Prerequisites

There are no prerequisites for this course.

Agenda

1 - Understanding Customer Service

  • Describe Customer Service Benefits
  • Recognize the Importance of Internal Customer Service
  • Identify How Customer Service Benefits You
  • Excel with Customer Service

2 - Identifying How Customers Define the Success of Your Company

  • Recognize Trends in Customer Service
  • Identify Criteria for Customer Satisfaction

3 - Increasing Customer Satisfaction

  • Identify Characteristics of the Personal Touch
  • Create Lasting Positive Impressions on Your Customers

4 - Providing Face-to-Face Customer Service

  • Identify Categories of Face-to-Face Contact
  • Understand the Critical Success Factors in Face-to-Face Customer Service
  • Identify the Characteristics of Active Listening

5 - Providing Remote Customer Service

  • Identify Remote Customer Service Communication Channels
  • Apply Remote Customer Service Best Practices

6 - Engaging Difficult Customers

  • Serve Difficult Customers
  • Manage Angry Customers
  • Deal with Difficult or Unhelpful Colleagues

7 - Increasing Customer Loyalty

  • Optimize Moments of Truth
  • Recognize the Value of Customer Complaints
  • Identify the Stages of the Service Recovery Process
 

Upcoming Class Dates and Times

Feb 9
8:00 AM - 4:00 PM
ENROLL $395.00
May 11
8:00 AM - 4:00 PM
ENROLL $395.00
 

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