Customer Service Fundamentals - Online Course

Inadequate customer service is the number one reason consumers stop patronizing one company and take their business to another. This series illustrates the importance of providing quality service, and it provides specific guidelines for delivering service in-person, by phone, by e-mail, and through instant message. It also illustrates the popular CLEAR method of handling customer complaints.

This series is for anyone who provides service to customers or who works with others who provide service. This online course contains 5 lessons and should take approximately 7 hours to complete.

Lesson 1: Framework for Success (1.0) hour

Framework for Success teaches you how to define customer service, explain the importance and impact of providing quality service, list the employees and departments a customer may interact with at a company, and describe the fragmented and cohesive models of customer service. This course provides information on the fundamental concepts involved in providing high quality customer service. Topics include Who Are Your Customers?, The Instant of Absolute Judgment, and Getting Everyone Involved.

Lesson 2: Communication Skills (3.0) hours

Communication Skills teaches you how to greet customers in an appropriate manner, use the right tone when speaking with customers, select words that help you communicate effectively, and work with customers who have different personality types. This course provides information on communicating effectively with customers. Topics include Greeting Customers, The Tone of Your Delivery, Using the Right Words, and Matching the Customer's Style.

Lesson 3: Communication Methods (1.0) hour

Communication Methods teaches you how to follow appropriate etiquette when talking to customers on the phone, write effective e-mail messages, and provide quality customer service through instant messaging. This course provides information on communicating effectively with customers over the phone, by e-mail, and through instant messages. Topics include Telephone, E-Mail, and Instant Messaging.

Lesson 4: Delighting Your Customers (1.0) hour

Delighting Your Customers teaches you how to describe the ways one company has gone about creating a fun atmosphere in the workplace, explain the impact of workplace fun in fostering customer loyalty, and consider ways to make your workplace more enjoyable. This course provides information on fostering an enjoyable work environment. Topics include Delighting Your Customers.

Lesson 5: Handling Complaints (1.0) hour

Handling Complaints teaches you how to list the elements of the CLEAR method of handling complaints, and apply the CLEAR method in a variety of circumstances. This course provides information on dealing with customer complaints. Topics include Handling Complaints.