Online Customer Service Training Course
Customer Service Training
Customer service is crucial to the success of every business. Improving the quality of your customer experiences can give you a loyal customer base, spread the word about your stellar reputation, and ultimately increase your business revenues. High performing customer service representatives who consistently impress can get on the career fast track to supervisory and management positions.
In this online course, you will discover the 7 essentials to excellent customer service to maintain happy customers and clients who will never leave you for the competition.
Highlights:
- 22 practical tutorials.
- Learn why customer service training is so important and its impact on your business.
- Understand how psychology plays a crucial role in providing excellent customer service.
- Create positive interactions and take responsibility for your customers' experience.
- Engage with customers and actively listen to verbal and non-verbal cues.
- Develop loyal relationships by empathizing with your customers and building rapport.
- Identify and resolve customer problems by catering to customer needs.
- Provide solutions that 'wow' customers and exceed their expectations.
Once enrolled, our friendly support team and tutors are here to help with any course-related inquiries.
Syllabus
Download syllabus-
1
Psychology of Your Company Excellent customer service starts from the top down – it trickles down from leadership, core values and mission to culture, procedures and empowerment of employees. 3m
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2
Psychology of Your Customers You need to understand your customer’s psychology in order to provide them with excellent customer service. 4m
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3
Psychology of You Your psychology will determine your ability to deliver excellent customer service. 6m
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1
Intelligent Questions Questions lay the foundation for your interaction with the customer. 4m
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2
Listen Intently You have to engage your customers and actively listen to what they are communicating. 5m
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3
Verbal and Nonverbal Cues This module covers what to look for with verbal and nonverbal cues to deliver excellent customer service. 5m
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1
Reassure the Customer This section covers how to reassure the customer that you are taking excellent care of them. 6m
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2
Respond Quickly You will learn the importance of speed in responding to your customers. 4m
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3
Respond Positively Here you will learn about positive communication and how to apply it to your customer service skills. 5m
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1
Put Yourself in Your Customer’s Shoes You will discover how to trade places with your customer in making decisions that will impact the quality of your interaction with them. 5m
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2
Recall a Similar Situation You will discover how to relate with your customer and build rapport with them. 2m
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3
Show Genuine Concern You will learn how to create loyal customers through showing genuine concern for their needs. 3m
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1
Repeat the Request This section covers the steps necessary to make sure your customer’s needs are being addressed and solved. 3m
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2
Confirm the Customer’s Desired Outcome This section will help you learn the skills to make sure you are providing excellent customer service by catering to the customer’s wants and needs. 4m
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3
Repeat the Solution This section will ensure that you are working to solve the customer’s actual problem, challenge or desire. 2m
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1
Expert Delivery In this section you will discover how to provide solutions that exceed your customers’ expectations. 5m
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2
Follow Up In this section you will learn why follow up is important in building a loyal customer base that will never leave you for the competition. 5m
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3
Anticipate Customer Needs In this section you will learn how to “Wow” your customers by providing services that serve them that they may not have even thought of yet. 3m
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4
Evaluate Customer Experience Evaluate the customer’s experience and look for ways to improve the service you provide. 3m
Certificate
Certificate of Completion
Awarded upon successful completion of the course.
Instructor
David Brownlee
David Brownlee is a global figure in business coaching, training and consulting. He is one of the most in-demand customer service, marketing and sales trainers worldwide.
David works witha diverse clientele of Fortune 500 Companies and small businesses to build customer loyalty, increase sales conversions and gain client referrals to increase revenue and grow their business.
David Brownlee
Business Coach and Speaker
Accreditations
Link to awards
How GoSkills helped Chris
I got the promotion largely because of the skills I could develop, thanks to the GoSkills courses I took. I set aside at least 30 minutes daily to invest in myself and my professional growth. Seeing how much this has helped me become a more efficient employee is a big motivation.
