Language: English
Description: In this Customer Service Survival Skills course, offered by our accredited school partners, students will learn how to get to the heart of customer service; a challenging but not impossible achievement. Customers expect quality service and in return will provide loyalty. Businesses today understand that customer service loyalty contributes to the success and growth of a business. This is why it is important understand the importance in learning, developing and improving the skills needed to communicate effectively in a professional manor with customers. Enroll through one of our accredited university or college partners today!
Instructor Description: This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment. Requirements Internet Access
Broadband or high-speed internet access is required. Broadband includes DSL, cable, and wireless connections. Dial-Up internet connections will result in a diminished online experience. Moodle pages may load slowly and viewing large audio and video files may not be possible. Hardware
Windows hardware configurations and processors are acceptable Mac computers MUST have Microsoft Window Operating Systems over Bootcamp (Bootcamp is a free download from Apple''s website) 1 GB RAM minimum recommended Operating Systems Windows XP, Vista or 7 and Mac OS X 10 or higher with Windows Web Browsers Google Chrome is highly recommended Internet Explorer is not recommended as it may not display certain menus and links Cookies MUST be enabled Pop-ups MUST be allowed (Pop-up Blocker disabled) Kindle Reader App is needed for many courses (No special equipment needed. This can be downloaded onto your computer.) Adobe PDF Reader Media Plug-ins (These may be required depending on your course media.) Adobe Flash Player (Required for many courses.) Adobe Acrobat Reader, Apple Quicktime, Windows Media Player, &/or Real Player PowerPoint Viewer (Use this if you don''t have PowerPoint)
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Lesson 1 Customer Service Survival Skills Module 1 Understanding the Worst Case Scenarios
In this section, you will learn why you should be open to exploring worst case customer service scenarios. In addition to benefiting from understanding the worst case, you will learn tools for defusing crises in customer service.
Understanding the Moment Leaning into Criticism Achieving Deep Acknowledgment Cultural Intelligence vs Other Intercultural Approaches Safe Way to Deliver Bad News Customer Service Survival Skills Module 2 Problem Solving and Putting into Action
During a customer service crisis, it important to choose communication styles that are the most effective for the situation. This section will help to identify techniques and actions that will lead to the effective management of any customer service crisis.
Powerful Problem Solving Reframing Your Message Grounding an Angry Outburst Immune to Intimidation Wrap-Up Customer Service Survival Skills Module 3 Your Worst Customer Situations
In customer service with a customer crisis, it can sometimes feel like no matter what you say, it is your fault. This module will focus on identifying how to respond when a customer is in crisis and unresponsive to your attempts at meeting his or her service needs.
You’re the Boss Don’t You Know Who I am? The Concert that Never Was I’ll Be Suing You Quelling a Social Media Firestorm Customer Service Survival Skills Module 4 Framing Your Response for a Resolution
In order to provide excellent customer service, it is important to be comfortable with the customer's as well as your own frustration. This module will provide you with some tools to successfully deal with customer frustrations and how to navigate the depth of those frustrations to provide outstanding customer service.
Just Plain Terrible Anger Management Not So Smart When Talking is Not Enough Customer Crisis to Excellence Hide Syllabus
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