Experience Digitally Assisted Learning at it's Best

Customer Service Series

Total Time: 23 hours

 

Customer Service: Defining Service Time: 5 hours CUSC01

Customer Service: Defining Service explains the concept of company-wide customer service and standards.

  • Understanding "Customers" and "Service"
  • Bringing the Customer Back
  • Making the Mission a Priority
  • Getting Everyone Involved
  • Service from the Top Down
  • Creating Service Standards
  • Implementing Service Standards
  • Customer Segments
  • Segmenting Your Customers


 

Customer Service: Communicating Time: 6 hours CUSC02

Customer Service: Communicating presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

  • Getting Your Message Across
  • Using the Right Words
  • Matching the Customer's Style
  • Using Questions
  • Dealing with Angry Customers
  • Resolving Conflict
  • Writing Letters to Customers
  • Breaking Bad News in a Letter
  • Giving Written Instructions
  • Writing Helpful Manuals


 

Customer Service: Fixing Problems Time: 4 hours CUSC03

Customer Service: Fixing Problems explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

  • Using Complaints
  • Frequently Asked Questions
  • Answering Employee Questions
  • Finding What Customers Want
  • Using Surveys
  • Finding (the Real) Problems
  • Finding Solutions


 

Customer Service: Building a Department Time: 4 hours CUSC04

Customer Service: Building a Department provides users with an overview of creating a Customer Service department and hiring talented customer service people.

  • Forming a Customer Service Organization
  • Building Teams
  • Hiring Service Pros
  • Motivating Service People
  • Helping the Good Get Better
  • Creating a Productive Environment
  • Getting Help to Customer Service
  • Good Service for Your Employees
  • International Customer Service


 

Customer Service: Tools of the Trade Time: 4 hours CUSC05

Customer Service: Tools of the Trade explains the concept of company-wide customer service and standards.

  • Talking to Customers
  • Using the Phone
  • Phone and Fax Lines
  • Electronic Mail
  • Communicating with Electronic Mail
  • The Internet
  • Presenting a Web Site

 

 


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