0461 - Managing Customer Service (Self-Paced)

Course Description

As someone who participates in delivering high levels of customer service, you're an important ambassador for your organization. In this course, you will discover a number of dynamite methods to bring out your best and also do the same for the people you work with. You will learn how to measure customer service—from your company's point of view and from the customers—and discover how to anticipate the needs of your customers. You may already understand that top-notch customer service begins with knowing your customers and their needs, but do you know how to evaluate those customers, or better yet, what to do with the data once you have it? You will take a look at that, as well as identify how your customer service stacks up right now, and how you can build on even the sharpest of service policies. Plus, you will learn how to communicate, resolve complaints, and build long-lasting customer service programs.

• Learn what award winning customer service looks like
• Discover who your customers are and how you can best serve them
• Learn what motivates customers and the best way to appeal to them
• Learn how you can capitalize on consumer expectations
• Learn to motivate and reward the people on your service rep team
• Discover how to deal with upset customers and the steps to take when you face a difficult customer
• Cultivate better service by learning how to choose the right team members

• Discover methods to bring out your best and the other customer service reps on your team
• Reflect on how vital customer service is to your organization and how important it is to treat your customers with courteousness and respect

• This course can be taken on either a PC, Mac, or Chromebook.

• PC: Windows 8 or later.
• Mac: macOS 10.6 or later.
• Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
• Adobe Acrobat Reader.
• Software must be installed and fully operational before the course begins.

• Email capabilities and access to a personal email account.

Lesson 1 - Winning Customer Service. Do you know what winning customer service looks like? If you're like most of us, you know it when you see it, but you may not be able to replicate it easily within your organization. Well, that will soon change as you learn what it takes to provide the best service the first time.

Lesson 2 - Customers Revealed. Customers are complex and multidimensional, and the success of your organization depends on how well you can understand what your customers want and meet their needs. It's time to get to work by finding out who your customers are and how you can serve them best.

Lesson 3 - Customer Expectations. If you've ever handled a customer complaint, you know how expectations play a large role in ultimate customer satisfaction. Learn what motivates customers and the best way to appeal to them the right way, the first time.

Lesson 4 - Customer Service: Why Do It?. A lot of organizations still have the so what mentality when it comes to superb customer service. But you won't be one of them, will you? There are a lot of benefits to ramping up your customer service, one of which is making your current customers happy. You'll discover the secrets to doing so in this lesson.

Lesson 5 - The Decline (And Revival) of Customer Service. If you're like a lot of people, you've probably noticed that in some places, on some days, customer service seems to be a laughable misnomer. Ironically, the better the service, the greater the collective expectations for high quality follow-through and innovation. Learn about the decline and revival of customer service and see what you can do to capitalize on consumer expectations.

Lesson 6 - Moving Forward With the Four P's. Customers are happy when they get the right combination of product, price, and information. When you make the product available at the right time and place, you have a winning marketing mix—also known as the 4P's (product, price, place, and promotion). In this lesson, you'll see how you can help your organization grow by harnessing the power of the P.

Lesson 7 - Traits of Outstanding Customer Reps. You may already know which of your reps are top performers, and which of them are lackluster. But do you know how to cultivate the best qualities in every rep on your team? In this lesson, you'll unlock the secrets to efficient and friendly customer service.

Lesson 8 - Measuring Customer Service. It's great to know how to cultivate better service and how to pick the right team members, but it's also important to know how you measure the customer service you already provide every day. Get ready for a simplified, user-friendly tour of the measurements and math behind your customer service counter.

Lesson 9 - Customer Service Communication. Your success in satisfying customers largely depends on the level of your communication skills. So in this lesson, you'll see the importance of clear and direct communication. Plus, you'll find out how to solve communication problems, especially the ones that happen all the time when you're doing business over the phone.

Lesson 10 - Helping Upset Customers. In this lesson, you'll learn how to revive a troubled customer service program, deal with upset customers, and use technology to simplify your job duties. You'll also go over the steps to take when you face a difficult customer and review the use of call centers, email, and the Internet.

Lesson 11 - Motivating Your Team Part I. Your team of customer service personnel could probably stand a little more training and a lot more encouragement. Luckily, you'll soon know how to take your employees to the next level with motivation strategies that really work.

Lesson 12 - Motivating Your Team Part II. As you finish the course, it's important to reflect once again on how vital customer service reps are to the company. Learn the best ways to reward and motivate them to treat their jobs as careers, and their customers as friends. As you know, you only have one chance to make a first impression, and you don't want to waste it being busy or rude!

Applies Towards the Following Certificates

• Customer Service : Mandatory