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Customer Service Essentials
Customer Service Essentials
Curriculum
11 Sections
42 Lessons
8 Weeks
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Module 01
4
1.1
INTRODUCTION TO CUSTOMER SERVICE
1.2
UNDERSTANDING THE IMPORTANCE OF CUSTOMER SERVICE IN BUSINESS SUCCESS
1.3
KEY ELEMENTS OF EXCEPTIONAL CUSTOMER SERVICE
1.4
RECOGNIZING THE ROLE OF EFFECTIVE COMMUNICATION IN CUSTOMER INTERACTIONS
Module 02
4
2.1
CUSTOMER NEEDS ASSESSMENT
2.2
IDENTIFYING AND UNDERSTANDING CUSTOMER EXPECTATIONS AND REQUIREMENTS
2.3
CONDUCTING EFFECTIVE CUSTOMER NEEDS ASSESSMENT THROUGH ACTIVE LISTENING
2.4
DEVELOPING SKILLS TO ANTICIPATE AND EXCEED CUSTOMER NEEDS
Module 03
4
3.1
EFFECTIVE COMMUNICATION SKILLS
3.2
DEVELOPING ACTIVE LISTENING SKILLS TO UNDERSTAND CUSTOMER CONCERNS
3.3
ENHANCING VERBAL AND NON-VERBAL COMMUNICATION TECHNIQUES
3.4
HANDLING DIFFICULT OR UPSET CUSTOMERS WITH EMPATHY AND PROFESSIONALISM
Module 04
4
4.1
BUILDING RAPPORT AND TRUST
4.2
ESTABLISHING RAPPORT TO CREATE A POSITIVE CUSTOMER EXPERIENCE
4.3
DEVELOPING TRUST THROUGH AUTHENTICITY AND SINCERITY
4.4
BUILDING LONG-TERM CUSTOMER RELATIONSHIPS THROUGH CONSISTENT SERVICE EXCELLENCE
Module 05
4
5.1
PROBLEM-SOLVING AND CONFLICT RESOLUTION
5.2
ANALYZING CUSTOMER PROBLEMS AND FINDING APPROPRIATE SOLUTIONS
5.3
APPLYING EFFECTIVE PROBLEM-SOLVING TECHNIQUES IN CUSTOMER SERVICE SITUATIONS
5.4
MANAGING CONFLICTS AND TURNING THEM INTO OPPORTUNITIES FOR CUSTOMER SATISFACTION
Module 06
4
6.1
HANDLING CHALLENGING SITUATIONS
6.2
DEALING WITH DIFFICULT CUSTOMERS AND RESOLVING COMPLAINTS EFFECTIVELY
6.3
MANAGING CUSTOMER EXPECTATIONS IN CHALLENGING CIRCUMSTANCES
6.4
MAINTAINING COMPOSURE AND PROFESSIONALISM UNDER PRESSURE
Module 07
4
7.1
CUSTOMER SERVICE IN A DIGITAL AGE
7.2
UNDERSTANDING THE IMPACT OF TECHNOLOGY ON CUSTOMER SERVICE
7.3
UTILIZING DIGITAL TOOLS AND PLATFORMS TO ENHANCE CUSTOMER INTERACTIONS
7.4
BALANCING AUTOMATION WITH PERSONALIZED CUSTOMER EXPERIENCES
Module 08
4
8.1
CUSTOMER SERVICE ETHICS AND PROFESSIONALISM
8.2
UPHOLDING ETHICAL STANDARDS IN CUSTOMER SERVICE INTERACTIONS
8.3
DEMONSTRATING PROFESSIONALISM AND MAINTAINING A POSITIVE ATTITUDE
8.4
NAVIGATING ETHICAL DILEMMAS AND MAKING CUSTOMER-CENTRIC DECISIONS
Module 09
4
9.1
SERVICE RECOVERY AND RETENTION
9.2
RECOVERING FROM SERVICE FAILURES AND TURNING THEM INTO OPPORTUNITIES
9.3
RETAINING CUSTOMERS THROUGH PROACTIVE MEASURES AND LOYALTY PROGRAMS
9.4
IMPLEMENTING EFFECTIVE CUSTOMER FEEDBACK MECHANISMS FOR CONTINUOUS IMPROVEMENT
Module 10
4
10.1
CONTINUOUS IMPROVEMENT AND GROWTH MINDSET
10.2
EMBRACING A GROWTH MINDSET FOR PERSONAL AND PROFESSIONAL DEVELOPMENT
10.3
SEEKING FEEDBACK AND LEARNING FROM CUSTOMER SERVICE EXPERIENCES
10.4
CREATING A CULTURE OF CONTINUOUS IMPROVEMENT WITHIN THE ORGANIZATION
ASSESSMENT
3
11.1
Hands-On Exercise
11.2
Case Studies
11.3
Quiz
15 Minutes
30 Questions
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