Continuing Education Credits: IACET CEUs: .1 (Contact Hours: 1 hours)
Estimated time to complete: 1 hours (access time 90 days)
Self-Paced Online Course Description:
This course explores best practices in providing customer service. This course can serve as an introduction if this is your first customer service job. But even if you are a seasoned professional, the scenarios and activities will give you a chance to ask yourself how you might better handle balancing the needs of your customers with the needs of your organization.
What You Will Learn:
- Identify customers as one of four different types: agreeable, directive, analytical, or expressive
- Adapt your customer service interaction to the customer’s type
- Understand that customer service language should be both polite and efficient
- Explain how providing customer service over the phone or online differs from providing customer service in person
- Identify poor examples of customer service and explain how the agent could improve his or her interactions
- Understand how body language can affect customers’ perception of the service they are receiving
- Use the No…but technique to emphasize what the agent can do rather than what he or she can’t
- Understand the reasons that customers might be difficult and handle difficult customers professionally
- Explain why providing customer service requires great communication with co-workers and supervisor
Key Features:
- Mobile-friendly
- Audio-enabled
- Badge and credit-awarding
- Real-world case studies
- Fully accessible
- Games & Flashcards
- Expert-supported
- Video content