You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles
DurationYou need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative.
Course Objective:
You will practice skills and apply principles for providing customer service remotely, via telephone and the web.
Manage the customer's initial contact.
Address the customer's issues.
Close communications with the customer once all issues have been resolved.
Course Content
Lesson 1: Managing the Customer's Initial Contact
Accept a Customer Contact
Address a Customer's Emotional State
Address Your Own Emotional State
Lesson 2: Addressing Customer Issues
Assess Customer Issues
Develop Solutions
Negotiate to Reach a Solution
Lesson 3: Closing Communications
Upsell Additional Products
Conclude Customer Contact
Follow Up
Release Stress
VTeach is a great platform for many working professionals and students to strengthen their workforce and increase their productivity through high quality professional training. We work closely with our clients and gain an in-depth understanding of their training objectives.
Our Customer Service Excellence Program helps achieve exceptional customer satisfaction, repeat business, referral business, brand reputation and long-term relationships.
The Professional Telephone Skills workshop is specially designed and customized to enable participants to: Efficiently obtain information, deliver messages and gain commitment to further organisational objectives in a professional manner.
Participants in this course will learn how to ask the appropriate questions and effectively determine what is vital to the callers, know how to use specific aspects of verbal communication such as tone, cadence, and pitch, realize the value of personalizing interactions and developing relationships
A winning formula in a customer-centric business approach entails an essential combination of disciplines. The SMU Executive Certificate in Customer Strategy aims to proactively enhance the strategic mindset of participants to be future-ready in managing new and evolving customer profiles.
Customer complaints are common and widespread in recent years, whether these complaints happen in public or private organizations. In UK alone, research done in 2015 found that complaints received on social media platforms have increased eight-fold compared against 2014.
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