Managing Customer Service

Details

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.

Enrollment Options:

Instructor-Led
6 Weeks Access Course Code: cuf
Start Dates* Jun 19 | Jul 17 | Aug 14 | Sep 18
*Choose start date in cart

$129.99

USD
Self-Paced
3 Months Access Course Code: T9617
No Instructor, Start Anytime

$129.99

USD

Enroll before 31th May and get high quality lamination on your hardcopy certificate absolutely free! Use your certificate to your advantage by showing your certified credentials to prospective employers and recruiters.

Syllabus

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

Requirements

Hardware Requirements:

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

Software Requirements:

  • PC: Windows 8 or newer.
  • Mac: OS X Snow Leopard 10.6 or later.
  • Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.

Other:

  • Email capabilities and access to a personal email account.

Prerequisites

There are no prerequisites to take this course.

Instructor

Tony Swaim has helped many clients, colleagues, and students reach their professional and personal goals. He has been an online instructor since 1998 and has taught at colleges and universities across the United States since 1981. His focus areas are project management, Six Sigma, and supply chain management. Tony manages a successful consulting firm, and his industry experience includes 20 years of supply chain management. He earned a Doctorate in Business Administration from Kennesaw State University and holds professional certifications in six disciplines, including the Project Management Professional (PMP)® certification from the Project Management Institute (PMI)® and Certified Six Sigma Black Belt (CSSBB)® from the American Society for Quality (ASQ)®.

Reviews

About ExpertRating

ExpertRating is an ISO 9001:2015 certified company offering online certification and training services to individuals and companies globally. Over 25 million people have benefited from ExpertRating Online Certifications and assessments. ExpertRating is the winner of the Google SME Hero's award for showing outstanding use of technology in delivering trusted services to thousands of people on a daily basis. Our affordable certifications are an excellent way of demonstrating your knowledge and skills to prospective employers as well as vastly boosting your chances of moving ahead in your business or career.

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ExpertRating is an ISO 9001:2015 certified company, which reflects that our courses and tests conform to the highest international quality standards. Our training material is prepared by thorough professionals with years of experience, and goes through several rounds of analysis by expert teams to help develop well-balanced, comprehensive and meaningful content.