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Business Operations Customer Service

Customer Service Training

Learn the basics of customer service its practical application by taking this customer service course.
Rating: 4.4 out of 54.4 (23 ratings)
107 students
Created by Webucator Training
Published 6/2012
English
English [Auto]
Current price$49.99
Buy now
30-Day Money-Back Guarantee

Description

This Customer Service training course teaches the basics of customer service and translates that knowledge into practical application. Students will come away from this customer service course knowing how a positive attitude, going a step beyond basic customer service, and dealing effectively with complaints will enhance their work experience. Students will learn the difference between internal and external customers and will learn how the development and implementation of a comprehensive customer service policy promotes consistency in how customers are treated and keeps customers happy.

Customer Service Training Course Goals

  • Understand customer service.
  • Identify internal and external customers.
  • Learn how to interact positively with customers.
  • Develop a positive attitude.
  • Learn to communicate effectively.
  • Learn to create and implement service standards.
  • Learn to evaluate and monitor service standards.
  • Learn to create memorable customer service.

Course content

5 sections • 66 lectures • 2h 51m total length

  • Preview02:18
  • Preview05:58
  • Preview01:39
  • Check for Understanding: Defining Customer Service (Solution)
    00:16
  • Internal and External Customers
    03:49
  • Internal and External Customer Service
    05:38
  • Check for Understanding: Internal and External Customers
    02:57
  • Check for Understanding: Internal and External Customers (Solution)
    01:12
  • Interacting with Customers
    04:33
  • Customer Characteristics
    05:41
  • Check for Understanding: Interacting with Customers
    02:22
  • Check for Understanding: Interacting with Customers (Solution)
    00:15
  • Check for Understanding: How Would You Handle It? - Exercise
    01:22
  • Check for Understanding: How Would You Handle It? (Solution)
    00:18
  • Understanding What the Customer Wants
    01:39
  • What Does the Customer Want?
    05:23
  • Check for Understanding: Understanding What the Customer Wants - Exercise
    01:19
  • Check for Understanding: Understanding What the Customer Wants (Solution)
    00:07

  • Developing a Positive Attitude
    01:55
  • Have a Positive Attitude
    04:00
  • Check for Understanding: Developing a Positive Attitude
    02:34
  • Check for Understanding: Developing a Positive Attitude (Solution)
    00:29
  • Going a Step Beyond What Is Expected
    03:35
  • Over the Top Customer Service
    06:54
  • Check for Understanding: Going a Step Beyond What Is Expected
    02:08
  • Check for Understanding: Going a Step Beyond What Is Expected (Solution
    00:18
  • Dealing with Complaints and Problems
    02:11
  • Customer Problems
    06:04
  • Check for Understanding: Dealing with Complaints and Problems
    02:29
  • Check for Understanding: Dealing with Complaints and Problems (Solution)
    00:22

  • The Basics of Communication
    05:45
  • Tone, Pitch, and Volume
    04:32
  • Check for Understanding: The Basics of Communication
    00:53
  • Check for Understanding: The Basics of Communication (Solution)
    00:41
  • Customer Communication
    03:34
  • Using Rapport to Build Credibility
    03:34
  • Check for Understanding: Customer Communication
    02:05
  • Check for Understanding: Customer Communication (Solution)
    00:09

  • Creating Customer Service Standards from Best Practices
    02:41
  • Service Standards
    05:43
  • Check for Understanding: Create a Service Standard
    00:24
  • Check for Understanding: Create a Service Standard (Solution)
    00:09
  • Implementing Service Standards
    03:33
  • Service Standards throughout the Company
    04:27
  • Check for Understanding: Implementing Service Standards
    02:33
  • Check for Understanding: Implementing Service Standards (Solution)
    00:16
  • Monitoring Service Standards
    01:31
  • Role of Managers and Service Teams
    03:33
  • Check for Understanding: Monitoring Service Standards
    03:43
  • Check for Understanding: Monitoring Service Standards (Solution)
    00:15
  • Maintaining Service Standards
    00:59
  • Ongoing Service Standards
    04:08
  • Check for Understanding: Maintaining Service Standards
    00:45
  • Check for Understanding: Maintaining Service Standards (Solution)
    00:05
  • Create Memorable Service
    04:27
  • Memorable Service Examples
    05:45
  • Check for Understanding: Create Memorable Service
    04:07
  • Check for Understanding: Create Memorable Service (Solution)
    00:15
  • Develop Loyal Customers
    02:38
  • Loyal Customers
    04:32
  • Check for Understanding: Develop Loyal Customers
    02:51
  • Check for Understanding: Develop Loyal Customers (Solution)
    00:20
  • How Loyal Employees Impact Customers
    03:36
  • Loyal Employees
    02:33
  • Check for Understanding: How Loyal Employees Impact Customers
    03:52
  • Check for Understanding: How Loyal Employees Impact Customers (Solution)
    00:19

Instructor

Webucator Training
Global training company. Trained over 26,000 students. Thousands of student testimonials.
Webucator Training
  • 4.1 Instructor Rating
  • 64 Reviews
  • 13,016 Students
  • 12 Courses
  • Founded in 2003.
  • Webucator provides technical and business training.
  • Webucator is a Microsoft Certified Partner for Learning Solutions (CPLS)
  • Webucator is a Registered Education Provider (R.E.P.) approved by PMI to issue professional development units (PDUs) for its training courses.
  • Webucator has a GSA Contract (GS-35F-0556S).
  • We have provided training to over 70% of the Fortune 100 companies (See Partial Client List).
Why should you choose us?
  • We care about delivering great training. Really, that's why.
  • View Our Client Testimonials.

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