Customer Service Training

Learn the basics of customer service its practical application by taking this customer service course.

(24 ratings)

110 students

Created by Webucator Training

Published 6/2012

English

English [Auto]

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.

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

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

Webucator Training

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Customer Service Training

Description

Customer Service Training Course Goals

Course content

Customer Service Basics18 lectures • 47min

Developing Responsible Customer Service Skills12 lectures • 33min

Developing Verbal and Nonverbal Communication8 lectures • 21min

Customer Service Best Practices28 lectures • 1hr 10min

Attracting Loyal Customers0 lectures • 0min

Instructor