Customer Service Basics

Providing superior customer service is not only a desire, it is a must in today’s competitive business market. These courses will provide both your staff and managers with the skills to drive superior customer service for your organization.

The following courses make up the Customer Service Basics e-learning Toolkit.

Building Customer Rapport

No matter what product or service you may offer, our role in the company is to support and serve our customers, and one of the best ways to deliver excellent customer service is by building relationships with our customers. In this course you will learn what creates great rapport with others, as well as determine what actions you can take to strengthen the rapport with each of your customers. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).

Communication is an essential skill for anyone to have, and listening is an essential component of communication. When we listen well to others, we hear what was said and get key information. We show the person that he or she is valuable, and that what the person has to say is important. Of course, all of this is especially important when interacting with our customers. The better you listen to your customers, the more likely they will communicate with you, share their experiences with your products or services, as well as help you understand what’s required to keep them as customers for the long-term. By completing this course, you will know how to strengthen your ability to listen to your customers. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).

The experience a customer has when interacting with you makes a difference. When you interact with a customer, you represent not only yourself, but also the company and it’s products or services. The experience the person has with you, in large part, helps shape the opinion the customer has about the entire company, no matter if you are a small business with five employees or a large company of 50,000 employees. By completing this course, you will know the actions you will take to strengthen customer loyalty. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).

Great customer phone support has a positive impact on customer satisfaction and long-term customer retention. Customer service representatives who implement what’s required to promote a positive brand image and exceed customer expectations, experience greater professional success within the company, while at the same time helping both the customers and the company succeed. For this course you will focus on implementing the key actions everyone should do to deliver great customer service over the phone. By completing this course, you will know the requirements to deliver great customer service over the phone. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).

Providing good customer service is not only important for external customers, but for internal co-workers as well. It is certainly true that a huge factor in being able to deliver outstanding external customer service is great internal customer service. This is because everyone within your organization impacts the outside customer. And so, anyone within the organization who is dependent on you to get work done should be considered your internal customers. For this course you will focus on the actions you must take to strengthen your relationships with your internal customers to ensure the right work gets done at the right time for both individual and company success. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).

Positive interactions with customers in the field lead to customer referrals, and thus an increase in revenue, as well as a great company brand. When customers have negative field service experiences it significantly impacts the company’s perception and can lead to the loss of customers and revenue. For this course you will focus on the essential actions required to deliver great customer service in the field to ensure customers are happy and satisfied and share their great experiences with others. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).

In business, conflict is inevitable. However, if mismanaged or ignored, conflict can become bad for business. If you don’t adequately address and resolve conflict with customers, it can negatively impact customer retention, loyalty and brand awareness. So, how do you handle angry and confrontational customers? Well, by following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer’s situation, you can usually defuse tense situations. By completing this course, you will know how to effectively manage difficult customer situations. This course has been approved for 1 hour of PDU credit from PMI (Project Management Institute).