Category "Customer Service"

  • Value of Teamwork

    Customer service providers don’t work in a vacuum; they work on teams. Teamwork is work done by several people, each doing a part but with all parts contributing to the whole. Teamwork creates a synergy where the combined effect of the efforts of many individuals is greater than the sum of their individual efforts. When a workplace embraces teamwork and builds a team-centric culture, they are better able to exceed expectations and better please the customer.
  • Service by Telephone

    Not all customer service work happens face-to-face; much of it is conducted by phone. Telephone greetings are critical because they help form first impressions, which help them decide whether to do business with a company in the long run.  Having polished telephone skills and practice good phone etiquette may be the difference between an average and exceptional customer service experience. This course discusses the role telephones play in the customer service industry. 
  • Providing Exceptional Service

    Today’s savvy customer expects more than simply good service; they expect exceptional service. They want a company and its employees to exceed their expectations by demonstrating that the organization cares for them by working immediately and decisively on their behalf. Customer service providers who go out of their way to add value to each and every transaction are in a better position to meet this expectation.
  • Problem Solving

    A big part of the customer service provider’s job is to fix problems. Effective problem solving by customer service representatives is a highly regarded ability. Customer service representatives who are considered especially good problem solvers are systematic, analytical, and have first-rate interpersonal skills. These skills don’t happen on accident, though; they happen when customer service workers to follow a structured problem solving process.
  • Overcoming Sales Resistance

    All customer service workers will encounter customers who say “no”. If customers express disinterest as you begin to describe a product or service, they most likely have no intention to buy. At other times customers are interested but don’t have enough information to make a purchasing decision. Effective customer service providers understand the difference, and work to overcome the customer’s resistance to making a purchase. Learning to handle sales objections effectively is a core role for every customer service worker. This course discusses ways to overcome sales resistance. 
  • Nonverbal Communication, Dress, and Manner

    How customer service workers dress and behave often says more to the customer then the words these workers actually use. Sensing people’s needs through nonverbal communication is important because valuable information can be gained about a customer’s state of mind by paying attention to what you see and hear.
  • Managing Customer Service

    Exceptional customer service doesn’t just happen; it requires careful planning. Management in a customer service organization should regularly conduct a gap analysis that compares the company’s actual performance to their potential performance. To do this, managers need to first understand how their company uses knowledge, standards, delivery, and communication to meet customer’s needs.  They then determine where the gaps in these areas are, and work to narrow those gaps.
  • Making Upset Customers Happy

    No matter how hard a customer service worker tries, some customers will not be satisfied. It only takes one unsatisfied person to shatter a perfectly good day at work for everyone and to steer many more prospective customers away from you. Unhappy customers have their reasons for being discontent, but it’s the customer service workers job to figure out how to make them happy. They can do this by learning to resolve complaints and by working to win-back their business. This course discusses how to make upset customers happy.
  • Having a Customer Focus

    Customer service is not about making a sale at all costs; it’s about ensuring the customer receives what they need. Customers’ Perception of a company’s customer service is affected by the actual service delivered. Service failures are bound to arise, so rather than dwelling on negative aspects of customer problems, companies should focus on the positive opportunities the problems generate. This course discusses ways to ensure workers provide a customer focus.
  • Happy Employees Give Better Service

    Well trained, empowered, satisfied employees are much more likely to deliver exceptional customer service. An old adage says that the “customer comes first.”  But some companies are finding that placing their employee’s needs first actually leads to much better customer service. This is because a loyal, empowered, well trained, happy employee is much more likely to treat customers well when compared to unhappy employees.