Description
Each and every one of us serves customers, whether we realize it or not. Maybe you"re on the front lines of a company, serving the people who buy your products. Perhaps you"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you"re a company owner, serving your staff and your customers.
The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Objectives
Module One: Getting Started
Module Two: Who We Are and What We Do
- Who Are Customers? (internal/external)
- What is Customer Service?
- Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
Module Four: Identifying and Addressing Their Needs
- Understanding the Customer"s Problem
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
Module Five: Generating Return Business
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
Module Six: In-Person Customer Service
- Dealing With At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Communication
- Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
- Case Study
- Review Questions
Module Eight: Providing Electronic Customer Service
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Examples: Chat or e-mail
- Case Study
- Review Questions
Module Nine: Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
- Case Study
- Review Questions
Module Ten: Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
- Case Study
- Review Questions
Module Eleven: Ten Things You Can Do To WOW Every Time
- Ten Tips
- Case Study
- Review Questions
Certificate
By completing/passing this course, you will attain the certificate eBSI Soft Skills Certificate of Completion
TERMS AND CONDITIONS
By accepting the Terms and Conditions for using the online facility you declare that all information provided by you is correct. The falsification of any information provided by you, or the provision of incorrect information may result in the imposition of a financial penalty and/or expulsion from the eBSI Export Academy.
Payment by you to the eBSI Export Academy does not constitute a binding contract. The eBSI Export Academy reserves the right to subsequently amend or adjust any fee charged to the student by the online facility at the eBSI Export Academy’s own discretion.
A student may be denied permission to progress in his/her programme of study if all fees have not been paid in full.
The eBSI Export Academy may at any time at its sole discretion modify the terms of access to this facility. Your continued use of the facility following any such modification shall be deemed acceptance of such modification. Disputes arising from the use of this facility and the interpretation of the eBSI Export Academy’s Terms and Conditions are subject to the laws of the Republic of Ireland. Disputes will be brought before the Irish courts. The eBSI Export Academy reserves the right to institute proceedings in the country of your residence.
FEE REFUNDS POLICY
If, for whatever reason, you are unsatisfied with our service, you have the right to cancel your order within seven days of payment and get a full refund, in accordance with EU regulations with the exception of services that start before this cooling off period. To cancel an order, please send us an email at info@ebsi.ie quoting the Invoice No. you received from eBSI Export Academy, the reason for cancellation and the name of the person who made the transaction.
Following the cooling off period, eBSI Export Academy accepts no obligation to refund any fee (or part fee) paid by a student to the eBSI Export Academy or to a Student who withdraws from the course. A full refund will only be given to all applicants for courses which do not proceed.
If you disagree with any of the terms and conditions and/or with any other of the applicable provisions of the eBSI Export Academy Regulations you are not permitted to use this facility.
PRIVACY POLICY
Any information which is provided by you will be treated with accordance with the terms of the Data Protection Act, on the Protection of Individuals with regard to the Processing of Personal Data and on the Free Movement of Such Data. If at any time after giving us personal information you decide that you no longer wish us to hold or use this information, or in the case that the information becomes out of date, you are free to notify us, and we will remove or rectify the information within a reasonable time.
Statistical and analytical information collected through the standard operation of our internet servers and logs provides us with general and not individually specific information. The eBSI Export Academy may use this information for general statistical purposes and will make no attempt to identify individual users, or to associate any technical information collected through the standard operation of our internet servers and logs with any individual user.
SECURITY INFORMATION
Your Personal Data is held on secure servers hosted by our Internet Service Provider. The nature of the Internet is such that we cannot guarantee or warrant the security of any information you transmit to us via the Internet. No data transmission over the Internet can be guaranteed to be 100% secure. However, we will take all reasonable steps (including appropriate technical and organisational measures) to protect your Personal Data.
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