Quality Customer Service

Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability.

We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service. This self-paced title will prepare you to do just that.

Objectives:

• adopt a customer service perspective
• demonstrate a positve attitude
• communicate your best image including the phone
• identify customer needs and provide them
• solicit feedback and handle complaints effectively
• deal with difficult customers to make sure your customers return

Course Content:

• Lesson 1: Winning with the Customer
  • Topic 1A: Do You Have What It Takes to Win with the Customer?
  • Topic 1B: Comparing Customer Service to a Refrigerator
  • Topic 1C: What Is Quality Customer Service?
  • Topic 1D:Four Reasons Why Quality Service is Important
  • Topic 1E:Adopting a Customer Service Perspective
  • Topic 1F:Why Winning at Customer Service is Important to You
  • Topic 1G:Summary
• Lesson 2: Showing a Positive Attitude
  • Topic 2A: Why a Positive Attitude Is Important
  • Topic 2B: Communicate Your Best Image
  • Topic 2C: Monitoring the Sound of Your Voice
  • Topic 2D: Using the Telephone Effectively
  • Topic 2E: Staying Energized
  • Topic 2F: Summary and Follow-Up
• Lesson 3: Identifying Customer Needs
  • Topic 3A: Identifying Customer Needs
  • Topic 3B: Understanding Basic Needs
  • Topic 3C: Recognizing Customer Timing Requirements
  • Topic 3D: Stay One Step Ahead of Your Customers
  • Topic 3E: Remaining Attentive
  • Topic 3F: Using a CRM System
  • Topic 3G: Summary
• Lesson 4: Providing for the Needs of Your Customers
  • Topic 4A: Providing for Your Customers' Needs
  • Topic 4B: Meeting Basic Customer Service Needs
  • Topic 4C: Performing Important Backup Duties
  • Topic 4D: Sending Clear Messages
  • Topic 4E: Saying the Right Thing
  • Topic 4F: Selling Your Organization's Uniqueness
  • Topic 4G: Meeting the Computer Challenge
  • Topic 4H: Preparing for the Unexpected
  • Topic 4I: Summary
• Lesson 5: Making Sure Your Customers Return
  • Topic 5A: Making Sure Your Customers Return
  • Topic 5B: Soliciting Customer Feedback
  • Topic 5C: Handling Complaints Effectively
  • Topic 5D: Getting Difficult Customers on Your Side
  • Topic 5E: Taking That One Extra Service Step
  • Topic 5F: Reviewing the Actions that Cause a Customer to Return
  • Topic 5G: Striving for Quality Customer Service