Customer Service Skills
This course will help you improve your customer service skills in a business context, both face to face and over the phone. It's for everyone who has to communicate with customers, both internal and external, and provide a service in business. You'll develop a better understanding of customer relationships and look at the principles of customer service and satisfaction. You'll also learn valuable problem solving and negotiation skills which you'll be able to apply in your relationships both with customers and colleagues.
Outline and learning objectives
By successfully completing this course you should know how to greet customers effectively and use
appropriate body language, when dealing with a customer face to face or over the telephone.
You should also:
explain the importance of effective customer service and customer satisfaction;
appreciate the range of skills to help you negotiate successfully with customers;
know how to define and develop strategies when problems arise;
set realistic and describable criteria to evaluate options and make more effective decisions.
course modules
Caring For Your Customers
Putting Customers First
Negotiation Skills
Problem Solving
Decision Making