Our customer service training can set your team on the right track by giving the impression you want. Our online customer service training will enable you to equip your team with the tools they need to ensure incredible customer satisfaction. Set your business apart by providing excellence in customer service.
In this course you will learn practical ways of managing your customers including how to handle challenging customers. You will be equipped with skills to help empower and motivate your team to giving your customer their best experience.
This course is ideal for entrepreneurs, business managers, business owners, professionals in the retail, hospitality and public sector.
At the end of this course, you will receive a GPE Business School Certificate of Completion which you can download and print.
Course Curriculum
| Module 1: Attitude | |||
| Attitude | 00:00:00 | ||
| Module 2: Customer Service Excellence | |||
| Great Customer Service Tips | 00:00:00 | ||
| Customer Service Excellence | 00:00:00 | ||
| Adding Value | 00:00:00 | ||
| Module 3: Communication | |||
| Communication Skills | 00:00:00 | ||
| Four ‘P’s of the Voice | 00:00:00 | ||
| Building Rapport | 00:00:00 | ||
| Voice Intonation | 00:00:00 | ||
| Positive Affirmation | 00:00:00 | ||
| Module 4: Listening Skills | |||
| Listening Skills | 00:00:00 | ||
| Module 5: Questioning Skills | |||
| Questioning Skills | 00:00:00 | ||
| Permission to Ask Questions | 00:00:00 | ||
| Module 6: Showing Empathy | |||
| Showing Empathy | 00:00:00 | ||
| Emotional Intelligence | 00:00:00 | ||
| Module 7: Being Assertive | |||
| Being Assertive | 00:00:00 | ||
| Module 8: Positive First Impression | |||
| Positive First Impressions | 00:00:00 | ||
| Thinking on Your Feet | 00:00:00 | ||
| Module 9: Managing Customer Needs | |||
| Managing Customer Needs | 00:00:00 | ||
| Module 10: Managing Customers | |||
| Difficult Customer Types | 00:00:00 | ||
| Abusive Customers | 00:00:00 | ||
| Calming Upset Customers (Sorry, Glad, Sure) | 00:00:00 | ||
| How to Say No Nicely | 00:00:00 | ||
| Handling conflict | 00:00:00 | ||
| Handling Difficult Customers | 00:00:00 | ||
| Dealing with a Silent Colleague or Customer | 00:00:00 | ||
| Difficult Customer Techniques Advanced | 00:00:00 | ||
| Difficult Customers ADVANCED | 00:00:00 | ||
| Module 11: Keeping Your Customers Informed | |||
| Keeping your Customers Informed | 00:00:00 | ||
| Acknowledge Customer Contact | 00:00:00 | ||
| Giving & Receiving Feedback | 00:00:00 | ||
| Module 12: Fix the Customer First | |||
| Fix the Customer First | 00:00:00 | ||
| Module 13: Advanced Customer Service | |||
| Advanced Customer Service | 00:00:00 | ||
| Module 14: Introduction to Contact Centres | |||
| An Introduction to Contact Centres | 00:00:00 | ||
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