Name: Integrity Training – Customer Service Skills
Brand: Tenlibrary
SKU: ITCSS
Availability: InStock
Rating: 4 (15 reviews)

-73%

reaction to stressful situations that may arise during the course of their professional careers.

$40.00

Integrity Training – Customer Service Skills

Product Delivery : You will receive a receipt with download link through email

SKU: ITCSS Category: Business Marketing Tags: Customer Service Skills, Integrity Training, Integrity Training – Customer Service Skills

Integrity Training – Customer Service Skills

The Customer Service Skills course is a training course for customer support and services staff to help them develop an effective and efficient mechanism of solving customer’s issues. The course is focused on the skills needed to provide customer support, the right attitude, case handling techniques and stress management.

This course develops the “Customer First” approach in the service and support staff that is responsible for providing the after sales support service to the customers. The course helps the candidates in their personal character and behavioral development which ultimately helps in providing a pleasant experience to the end customers of any business. The course also helps the candidates in stress management and avoid unnecessary and aggressive reaction to stressful situations that may arise during the course of their professional careers.

Course Curriculum

Course Introduction

Start

Course Introduction (0:15)
Start

Instructor Introduction (0:53)

Lesson 01 – Understanding Customer Service

Start

Understanding Customer Service (0:15)
Start

Topic A: Understanding Customer Service (0:04)
Start

What is Customer Service? (0:39)
Start

What is Customer Care? (1:36)
Start

Who is the Customer? (1:01)
Start

Wow! Service (2:00)
Start

Build Relationships (4:54)
Start

Barriers to Excellent Customer Service (4:10)
Start

Overcoming these Barriers (2:23)
Start

Topic B: Identifying Customer Expectations (0:05)
Start

Customers Want Someone Who… (1:30)
Start

Customers Don’t Want Someone Who… (1:35)
Start

Customer Support Stats (1:01)
Start

Five Service Quality Factors (2:19)
Start

Topic C: Providing Excellent Customer Service (0:05)
Start

Characteristics of an Exceptional Service Provider (2:01)
Start

Excellent Customer Service Mindset (0:54)
Start

Developing an Excellent Customer Service Strategy (1:38)
Start

Define the Current Situation (0:36)
Start

Define all Targets and Values (0:21)
Start

Implement Excellent Customer Service Strategy (0:26)
Start

Stay in Tune with Customers’ Changing Needs (0:21)
Start

Lesson 01 Review (0:21)
Start

Review Questions

Lesson 02 – Focusing on the Customer

Start

Focusing on the Customer (0:16)
Start

Guidelines for Making Positive Impressions (1:17)
Start

Identify and Meet Customer Needs (0:22)
Start

Questioning Techniques (0:20)
Start

Effective Listening Technique (1:08)
Start

Making a Positive Impression (1:13)
Start

Who Needs Follow-up? (1:36)
Start

Follow-up Methods (1:07)
Start

Lesson 02 Review (0:28)
Start

Review Questions

Lesson 03 – Customer Service and the Telephone

Start

Customer Service and the Telephone (0:19)
Start

Telephone Etiquette (2:31)
Start

Answer the Telephone (0:14)
Start

Greeting (0:26)
Start

Using Your Voice (0:54)
Start

Showing You Are Listening (1:11)
Start

Procedure for Transferring Calls (0:51)
Start

Taking Meaningful Messages (1:22)
Start

Lesson 03 Review (0:33)
Start

Review Questions

Lesson 04 – Handling Complaints

Start

Handling Complaints (0:16)
Start

Complaints (0:27)
Start

Why Customers Don’t Complain (0:43)
Start

View Complaints as Opportunities (1:41)
Start

Five Forbidden Phrases (2:14)
Start

Service Recovery (2:41)
Start

Guidelines for Dealing with Difficult Customers (2:33)
Start

Cope with Upset and Difficult Customers (1:19)
Start

Lesson 04 Review (0:28)
Start

Review Questions

Lesson 05 – Enduring Stress

Start

Enduring Stress (0:15)
Start

Stress (0:32)
Start

Sources of Stress (1:07)
Start

Managing Your Reaction to Stress (2:24)
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Identifying Your Beliefs (2:32)
Start

Challenging Irrational Thoughts (1:45)
Start

Using Questions to Challenge Thinking (1:16)
Start

Take Preventive Measures (2:42)
Start

Lesson 05 Review (0:26)
Start

Review Questions
Start

Course Closure (0:56)

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After receive your order, It will take 0-12 hours to be download available.

The Course is digital products included PDFs,Videos (MP4,TS,AVI files), Audio (MP3,M4A), Document (Word, Exel,Power Point..)

We will provide the download link accordingly with the Email address on your “Order Reciep”.

Contact Email : [email protected]
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