Published 11/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.79 GB | Duration: 1h 18m
This course provides a broad introduction to customer services, which includes both internal and external customers. It
What you'll learn
How to consistently deliver excellent customer service that drives business success.
Proven techniques for making a powerful and lasting first impression with customers.
How to build and maintain strong customer relationships, converting satisfied customers into loyal advocates.
How to manage difficult face-to-face customer interactions with professionalism and poise.
Requirements
No specific prior knowledge is required
Suitable for a low-literate audience
Online access and data
Description
Customer service plays a critical role in determining the success or failure of a business. Unhappy or frustrated customers can negatively impact operations, while exceptional customer service leads to positive outcomes. To ensure your business thrives, it's essential to adopt strategies that enhance the quality of service you provide to customers.FUEL's Apply Customer Service Skills course includes 14 comprehensive modules designed to equip employees with the skills necessary to meet customer needs effectively-before, during, and after the interaction. This course covers both internal and external customer interactions and provides a deep dive into essential customer service concepts.Key topics include:Spot Customer Types: Participants will learn to identify different customer personalities and adjust their service approach to meet individual needs.Connect and Impress Customers: This module focuses on building rapport and leaving a positive, lasting impression through meaningful connections.Ask the Right Questions: Learners are trained to ask open-ended, clarifying, and probing questions to fully understand customer needs and expectations.Awareness Around Body Language: Understanding and interpreting body language, both from the customer and the service provider, is key to improving communication and ensuring a positive experience.This training provides valuable insights into customer service knowledge, skills, values, and attitudes, all within the context of the learner's own workplace. By mastering these concepts, employees will be empowered to deliver superior customer experiences that drive satisfaction and business success.
Overview
Section 1: Apply Customer Service Skills
Lecture 1 Master Customer Service
Lecture 2 Stop Bad Service
Lecture 3 Impress Customers
Lecture 4 Spot Customer Types
Lecture 5 Connect with Customers
Lecture 6 Communicate with Customers
Lecture 7 Ask the Right Questions
Lecture 8 Listen Actively
Lecture 9 Read Body Language
Lecture 10 Close Customer Interactions
Lecture 11 Deal with Queries and Complaints
Lecture 12 Respond to Queries
Lecture 13 Record Queries
Lecture 14 Escalate Complaints
Retail Staff,Hospitality Industry Workers,Service Industry Professionals,Healthcare Providers,Financial Services Personnel,Automotive Industry Staff,Small Business Owners
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