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Overcoming Difficult Service Situations
by Skillsoft - Business
Your customers face is more contorted than anything youve ever seen...eyes bulging fists clenched and a scowl that makes Scrooge look like a nice guy. Its tempting to cut and run but coping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning signals is an important first step. Then youll practice strategies that de-escalate confrontational clients. Admitting mistakes is an easy concept but for most people its not so easy to do. This training adds just enough sugar to make the medicine go down helps us let go of our egos or our fear of being wrong and accept responsibility for errors. Though its not appropriate to tell a customer to "chill out" there are some easy to use tactics to cool down the angry client. Youll explore the steps to guiding customers toward a solution to a problem or issue. Finally tackle the exercise that tests your tolerance and take a preemptive strike at conflict by learning to plan for challenging situations before they ever occur. ...
$75.00
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The Customers Voice
by Skillsoft - Business
Ralph Waldo Emerson once wrote "Make yourself necessary to somebody." In todays competitive marketplace its important to make yourself and your company necessary to a lot of "somebodys". Those somebodys are your customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any number of ways to hear "The Customers Voice" but you have to know how to listen. Learn about the dynamics of client expectations and the inconsistent ever-changing nature of todays customer. How do customers judge our success? Youll explore the five key expectations dimensions and youll be able to assess your workplace in terms of meeting client needs. And you dont have to be James Bond to "gather intelligence" on your customers. By completing this course youll be able to master methods of compiling customer data and input. The final step in "hearing" your customer is creating compatibility. Explore how to align your services with each of your clients and gain customers for life. ...
$75.00
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The EXCEL Acronym: Instilling Service Excellence
by Skillsoft - Business
In advancing to new levels of customer service commitment its helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you but seeking help and knowing where to find it can improve your service abilities. Thats why E for "Enlist Help" is the first concept in the EXCEL acronym. X is for X-Ray questions developing the skills to "read" your customers by asking the right questions in the right way. Its a great relief to be able to say "Case Closed" when theres a problem area with a customer. But it takes planning and proactive thinking to stay ahead of trouble-spots and in the "C" topic this course gives you the steps to close off problematic customer issues by anticipating them. The next letter is "E" for EMPOWER YOURSELF one of the most crucial concepts to being a great service provider. This lesson establishes the steps to taking ownership of your own personal service philosophy. That brings us to the last letter "L" which issues a challenge. In "Learn to be Flexible" you must come up with a plan to increase your flexibility one day at a time. These guidelines will instill a customer service mentality and instill a spirit of commitment to service far beyond the workplace norm. ...
$75.00
Details
The Fundamentals of Exceptional Customer Service
by Skillsoft - Business
Youve seen the ad campaigns that boast "Customer satisfaction guaranteed." But in todays marketplace satisfaction isnt enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking and establishes the building blocks for a service mentality that increases customer commitment not to mention profits. Learn how to develop service standards and track their effectiveness. Gain new insights and strategies from the corporate masters of customer service. Explore the value of building relationships with customers. Most importantly by the end of the course youll be able create your own customer-focused philosophy. ...
$75.00
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Service Teams and Service Stars
by Skillsoft - Business
The Olympic athlete the Nobel Prize winner and the Oscar-nominated actor all have something in common. They are all stars in their areas of expertise. This course will move you to the level of stardom in the area of customer service. In profiling the highest achievers you will grasp the meaning of leadership the importance of long-term focus and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of yourself. After looking at individual excellence you will look inside the workings of a championship team a group that has the know-how to deliver knock-your-socks-off service. But beware of team issues that can destroy your levels of service. You will examine the pitfalls of attitudes that can put cracks in the smoothest service armor. This is the course that will help you to be the best service provider you can be. ...
$75.00
Details
Team and Customer Relationships
by Skillsoft - Business
This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. ...
$75.00
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Advancing Service Expertise
by Skillsoft - Business
Its obviously a treat to have a sumptuous meal at a five-star restaurant or be doted on at a five star resort. But five star service extends beyond our personal entertainment. A certain degree of pampering is key to achieving customer loyalty and this course shows us how to make "five star attitude" an integral part of our service commitment. These lessons are designed to foster awareness and new skills that deepen our customer service expertise. Gain techniques for personalizing customer interaction. Enhance your approach to customer assistance by giving it form in a structured plan. Understand the critical differences in specialized service when you are dealing with customers over the phone. And since technology now has an increasingly important place in daily business youll integrate tips for service-friendly e-mail into your customer assistance practices. With interactive examples simulated dialogues and game-like exercises this skill-building course takes your customer service proficiency up a notch toward excellence. ...
$75.00
Details
Facilitating Virtual and On-site Teams
by Skillsoft - Business
Knowing how to facilitate maturing on-site and virtual teams is critical because it is at this time that teams typically reach peak performance. Mature teams begin to perform independently and its important that the leaders role changes to that of a facilitator. ...
$75.00
Details
The Customer Service Representative (CSR)
by Skillsoft - Business
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Todays Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers needs are addressed in an effective efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties including typical roles of the CSR in a support environment basic tasks accomplished by the CSR the support center and customers role in a support environment how the support center has evolved and company and support center best practices. This course prepares individuals interested in the CSR certification which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment. ...
$75.00
Details
Support Center Services and Work Environment
by Skillsoft - Business
This course is intended to introduce the learner to the basic levels of service commitments and attitude expected of customer service representatives. Best practices personal accountability enhancing the image of the organization and the work environment are covered. ...
$75.00
Details
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