Customer Service
This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that includes useful tools for providing excellent customer service.
This series is for anyone who wants to learn about creating and maintaining good customer service. This online course contains 5 lessons and should take approximately 23 hours to complete.
Defining Service
This course explains the concept of company-wide customer service and standards and teaches you how to define "customers" and "service", gather repeat business, get the entire company involved in good service, create standards of customer service, and define a business's customer segments.
Communicating
This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals and teaches you how to use the best words for getting the message across, identify and speak to the customer's style of communication, use questions to get more information about a problem, handle conflict and angry customers, write purposeful letters to customers, write effective "bad news" letters, and write useful instructions and manuals.
Fixing Problems
This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems and teaches you how to turn complaining customers into satisfied customers, create answers to Frequently Asked Question, answer internal questions, find customer wants, find the true sources of problems, and solve problems.
Building a Department
This course provides users with an overview of creating a Customer Service department and hiring talented customer service people and teaches you how to create a customer service organization, build teams, hire the right personalities for customer service, motivate customer service people, educate and improve customer service people, set up a good organizational environment, and equip customer service for international relations.
Tools of the Trade
This course explains the concept of company-wide customer service and standards and teaches you how to choose a phone system for customer contact, use voice mail and phone etiquette for customer interactions, set up phone and fax lines, use electronic mail, and help design a company information web site.