By the end of this course, you will be able to
What the concept of customer service is, its importance, and what the different levels of customer service are.
The importance of communication, and understanding customer needs. You will learn how to handle tough customers, and to ensure that you offer a great service to all of your customers.
What the most critical elements of customer service are, and what service recovery is and how to apply it.
Course details
- 1 h 50 m/21 lessons
- Last updated: 18/11/2017
- 1 Quizzes
- Course completion certificate
Course Content
Definition of a Customer
What is Customer Service?
Why Customer Service Counts?
Definition of a Customer
What is Customer Service?
Why Customer Service Counts?
Personal and Procedural Factors
Customer Interaction Cycle
First Impressions: Appearance, Attitude & Communication
Definition of Communication
Understanding Customer Needs
Kinds of Questions
Practice Empathy
Focus on Customers Needs
Avoidance and Acknowledgments
Service Recovery
Levels of Customer Service
How to Deal with Different Customers
Dealing with Difficult Customers
Critical Elements of Customer Service
The First and Second Critical Element
The Third and Fourth Critical Element
The Fifth and Sixth Critical Element
Course Review
About this course
Customers are the foundation of every firm and organization, which is why their satisfaction is crucial. In this course, you will learn more about customer service, what the definition of "customers" is, and you will be able to identify the most important elements that every organization should possess. This course will also help you discover and define your customer segments, understand how to address their needs, and learn how to deal with even the toughest of customers.
Course requirements and prerequisites
This course requires some business experience, or familiarity with business-related terms.
Mentor
Mustafa Sameer
Management and Human Development Expert
12,500 Learners
5 Courses
