Course curriculum

  • 1

    Understanding Customer Service

    • Overview

    • Defining Customer Service

    • Types of Customer Service

    • Customer Service Terminology

    • Why Customer Service is Important

    • Summary
  • 2

    The Customer

    • Overview

    • Who is a Customer?

    • The Primary Customer

    • Targeting Customers

    • Finding Your Niche

    • Customers Have Rights

    • Consumer Rights Law

    • Internal Customers

    • Importance of Internal Customers

    • External Customers

    • The Importance of External Customers

    • Summary
  • 3

    Attitude Is Everything

    • Overview

    • How to Make a Great First Impression

    • Dress to Impress

    • Use the Right Body Language

    • Appropriate Greeting

    • Appear knowledgeable

    • The Power of Positive Attitude

    • Smile: It’s Infectious!

    • Summary
  • 4

    Caring For Your Customer's Needs

    • Overview

    • Thinking Outside the Box

    • The Client’s Perspective

    • Meeting a Customer’s Needs

    • Exceeding Expectations

    • Summary
  • 5

    Customer Retention - How to Get Them Back

    • Overview

    • Providing Effective After Sales Service

    • What to Do When the Customer is Wrong

    • Knowing that the Customer is Never Entirely Wrong

    • Giving the Customer Your Best

    • Do Not Pass the Buck

    • Take Time Out for Complaint Management

    • Keep Your Word

    • Have the Right Attitude

    • Dealing with Complaints

    • Listen to the Complaint

    • Ask the Right Questions

    • Show Empathy

    • Follow Through

    • Have Adequate Know-How

    • Summary
  • 6

    Face-to-Face Customer Service

    • Overview

    • Meeting Customers Face-to-Face

    • Using Body Language

    • Summary
  • 7

    Telephone Customer Service

    • Overview

    • Telephone Etiquette

    • The Advantages and Disadvantages of Telephone Customer Service

    • Tips for Providing Better Service

    • Summary
  • 8

    Electronic Customer Service

    • Overview

    • Advantages and Disadvantages of Electronic Customer Service

    • Netiquette: what do you need to know?

    • Email Etiquette: Dos and Don’ts

    • Effective Customer Service

    • Tips and Tricks for Effective Customer Care

    • Summary
  • 9

    Rescuing Difficult Customers

    • Overview

    • Defusing Anger

    • Control Your Emotions

    • Summary
  • 10

    Escalation

    • Overview

    • Handling Abusive Customers

    • Handling Physical Threats

    • Summary
  • 11

    Make an Impression Every Time

    • Overview

    • How to Retain Customers Through Best Service

    • Top Customer Service Skills

    • Summary

    • Take a Recap Test
  • 12

    Bonus Content

    • Going Deeper into the First Impression Philosophy

    • Above Average Customer Service Boils Down to Your Attitude

    • A Detailed Breakdown of what Great Communication Entails

    • Why Perception Trumps Customer Service