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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.
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|Section 1: Customer Service Basics|
|Defining Customer Service Customer service is: Any interaction between the customer and the organization. Something that everyone in the company is responsible for. Customer service is not a single department in an organization! Important for both internal and external customers. The goal of an orga…|
What Is Customer Service?Preview
|Check for Understanding: Defining Customer Service Duration: 5 to 10 minutes. In this exercise, please read the following scenario and then answer the following questions. SCENARIO: Martha was late arriving at work one morning and, when she arrived, she found a customer, Mr. Jones, waiting for her.…|
|Answers: No, Martha's behavior is not appropriate. Answers will vary, but should include something about Martha apologizing and moving on to resolve Mr. Jones' problem. C. Go the extra mile, providing unexpected customer service.|
|Internal and External Customers Not only are customers the people who pay you for your product or service, they are also the people you work with, the people you work for, and the people who work for you. Internal Customers Colleagues, superiors, and subordinates depend on you just as you depend on…|
Internal and External Customer Service
|Check for Understanding: Internal and External Customers Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. Which of the following is NOT a method of providing good customer service to internal customers? A. Treating them with respect. C. Creating a culture…|
|Answers: 1. B. Creating a culture that does not encourage internal customer service. 2. Answers will vary, but should include discussion of the fact that employees who work in a negative environment, in which they feel intimidated and threatened, are not likely to provide good customer service bec…|
|Interacting with Customers Customers come with all kinds of personalities. There are customers who: Are easy to get along with. Have unreasonable expectations. Seem to be always angry or upset. No matter what kind of customer you are dealing with, the key is to treat him or her professionally and wi…|
|Check for Understanding: Interacting with Customers Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. Of the following kinds of customers, which one prefers to avoid confrontation? A. Angry customers. B. Aggressive customers. C. Amiable customers. D. Non…|
|Answers: 1. C. Amiable customers. 2. A and C.|
|Check for Understanding: How Would You Handle It? Duration: 5 to 10 minutes. In this exercise, please review the following conversation that took place between Maria, a customer, and Raul, an employee. Raul: Good afternoon. This is Raul. How may I help you? Maria: This is the third time I have tr…|
|Answer: The conversation took a bad turn when Raul was rude to Maria after she complained about the phone system. The discussion should include ways Raul could have responded to Maria in order to move past a discussion of the phone system and on to the reason for her call.|
|Understanding What the Customer Wants Often what a customer says and what the customer really means are two different things. The same thing happens when we are talking about customer wants. It is important to listen carefully to customers to understand how their wants and needs relate to the produc…|
What Does the Customer Want?
|Check for Understanding: Understanding What the Customer Wants Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. Customer needs and wants are the same thing. A. True B. False 2. When trying to determine what the customer really wants, it is important to…|
|Answers: False. A. Listen to the customer.|
|Section 2: Developing Responsible Customer Service Skills|
|Developing a Positive Attitude A positive attitude is much more than just being happy. It is a state of being that will provide you with multiple benefits, such as: Improved health. Improved relationships. The ability to focus and get more accomplished. The satisfaction of succeeding more often. A p…|
Have a Positive Attitude
|Check for Understanding: Developing a Positive Attitude Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. Good people skills do not include which of the following? A. Don't take customer's negative comments personally. B. Smile. C. Play the game and prete…|
|Answers: 1. C. Play the game and pretend to care about your customer. 2. A. Miranda was taking the customer's negative comments personally. B. Michael reminded Miranda that the customer was not attacking her personally, and that she had many positive interactions with customers.|
|Going a Step Beyond What Is Expected Excellent customer service can make the difference between a satisfied customer and a loyal customer. A satisfied customer will still seek other options if they are available, but a loyal customer will come to you first and is likely to stay with you, even if the…|
Over the Top Customer Service
|Check for Understanding: Going a Step Beyond What Is Expected Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. What does active listening mean? A. Listening while walking or performing some other activity with the customer. B. Multitasking while listening…|
|Answers: C. Paying close attention to the customer and acknowledging what is being said. D. Smile at the walk-in customer and politely tell him or her you will be available in a few minutes. Then finish your conversation with the phone customer.|
|Dealing with Complaints and Problems It is inevitable that sometime in your career dealing with customers you will have a customer who has a complaint. When this happens, you need to be prepared to handle the complaint without alienating the customer. The problem resolution process is no different i…|
|Check for Understanding: Dealing with Complaints and Problems Duration: 5 to 10 minutes. In this exercise, please respond to the questions: 1. Even if the customer is wrong, fair and respectful treatment by the company will result in: A. Losing that customer to the competition. B. A loyal custome…|
|Answers: B. A loyal customer. D. Taking responsibility for the resolution of the problem and following up with the customer Answers will vary, but should include discussion on the ethical dilemma of creating a false resume and the effect it could have on the credibility of your company. Students sho…|
|Section 3: Developing Verbal and Nonverbal Communication|
|The Basics of Communication In any interaction, whether with internal or external customers, there are four things you can do to ensure good, basic communication: Watch. It is not enough to just look at the person you are speaking with, you must also pay attention to how the person is reacting and…|
Tone, Pitch, and Volume
|Check for Understanding: The Basics of Communication Duration: 5 to 10 minutes. In this exercise, consider the following scenario and then respond to the questions and be prepared to discuss them with the class. Marcus and his supervisor, Ms. Diaz, are having a meeting in a small conference room. Ma…|
|Answers: Marcus is responding to the facial expression Ms. Diaz is making. He thinks she is confused or maybe not understanding what he is saying. He is misinterpreting her expression, possibly because she is using an expression that is hard to understand. He is talking to his supervisor, who he thi…|
|Customer Communication Communicating effectively with customers impacts the relationship you have with them. Customers are more willing to do business with someone they have a positive relationship with. To create that positive relationship, you need to build rapport and establish your credibility w…|
Using Rapport to Build Credibility
|Check for Understanding: Customer Communication Duration: 5 to 10 minutes. In this exercise, please respond to the questions and be prepared to discuss your responses with the class. 1. Why is it important to break the ice when talking to a customer? A. There is not enough time to break the ice, s…|
|Answers: B and C. C. Say you don't know and offer to find out.|
|Section 4: Customer Service Best Practices|
|Creating Customer Service Standards from Best Practices Best practices in customer service will vary by industry, but there are some broad practices that can be applied to all industries: Service with a smile. While this might sound old or even trite, smiling when serving customers can make a big d…|
|Check for Understanding: Create a Service Standard Duration: 10 to 15 minutes. In this exercise, you will create a service standard. Think of a broad customer service best practice. If possible, review your company's mission statement. Write a service standard for your company that is specific, meas…|
|Answer: Standards will vary, but should include the four elements of a service standard.|
|mplementing Service Standards All employees should be aware of the standards and how they affect job responsibilities. There are several ways to implement the service standards across the company, including: Incorporating them in job descriptions. Making them part of new employee orientations. Provi…|
Service Standards throughout the Company
|Check for Understanding: Implementing Service Standards Duration: 5 to 10 minutes. In this exercise, please respond to the following questions. 1. Service standards should be included in which of the following business processes? A. Job search for upper management positions. B. Job search for custo…|
|Answers: A, B, C, D, and E. Service standards should be included throughout all listed business processes. B. False. Service standards are applicable throughout the company. A, B, C, and D. All of these are service standards.|
|Monitoring Service Standards As discussed in the previous section, monitoring service standards can be done through the performance review process, but an annual review is not enough. The management team and the service team both have a responsibility to monitor the services standards throughout the…|
Role of Managers and Service Teams
|Check for Understanding: Monitoring Service Standards Duration: 5 to 10 minutes. In this exercise, please respond to the questions: 1. Monitoring service standards is the responsibility of which of the following groups? A. Managers B. Customers C. Service Teams D. Financial Partners 2. In th…|
|Answers: A and C. The managerial staff and the service teams are responsible for monitoring service standards. A. Observation. C. Annual goals are tied to service standards.|
|Maintaining Service Standards Once the work of creating a service standards document is completed, it must be maintained. Standards can become obsolete as business practices change. Regular review of the standards by management teams is critical and should be communicated to employees on a timely ba…|
Ongoing Service Standards
|Duration: 5 to 10 minutes. In this exercise, please answer the following questions: 1. Why is it important to maintain service standards after they are created? A. Keeping the services standards updated will ensure continued customer satisfaction. B. Business practices change over time and standar…|
|Answer: 1. A and B.|
|Create Memorable Service Great customer service is service that exceeds the customer's expectations and becomes memorable enough that the customer talks about it to others. Continuously exceeding the customer's expectations will help create memorable service. Once a customer has experienced great cu…|
Memorable Service Examples
|Check for Understanding: Create Memorable Service Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. Which of the following can be considered great customer service practices? A. Following a customer around the store. B. Ignoring a customer who needs attent…|
|Answers: D. Smiling and acknowledging a customer the moment he or she arrives. A, B, and D. A, B, C, and D. All of these are examples of memorable service.|
|Develop Loyal Customers As mentioned in the previous section, loyal customers generally make up around 20 percent of the customer base, but provide around 50 percent of the sales revenue. It is important, therefore, to develop those loyal customers, giving them reason to come back and to bring their…|
|Check for Understanding: Develop Loyal Customers Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. Which of the following may not be a good way to keep in touch with your loyal customers? A. Customizing messages so they meet the immediate needs of your cust…|
|Answers: B. Sending an email blast to your customers once a week. True. Answers to both questions will vary, but the discussion should include having the second salesperson acknowledge the presence of the second customer, excusing himself or herself to quickly answer the phone, and making arrangemen…|
|How Loyal Employees Impact Customers Employee loyalty is more than just staying with an organization for a certain period of time. Employee loyalty also means: Wanting to stay with the company. Being committed to the success of the company. Believing that working for the company is the best option f…|
|Check for Understanding: How Loyal Employees Impact Customers Duration: 5 to 10 minutes. In this exercise, please respond to the following questions: 1. How does taking responsibility quickly for your errors improve employee loyalty? A. When problems don't have time to fester, everyone involved ca…|
|Answers: A, B, C, and D. A. Find out why they are insecure and do what is necessary to remedy that feeling if possible. Answers will vary, but should include some discussion of Susan letting Paul know what she heard and what she thinks the customer heard.|
|Section 5: Attracting Loyal Customers|