Web-based Courses - Customer Service Skills

  Delivering Customer Focused Service


For: Customer service professionals

The purpose of this skill builder is to give the participant an opportunity to:
  analyze the skills and strategies used every day on job
  identify the techniques that are already done very well
  develop ways for you to do your job better

Participants will learn guidelines for delivering customer focused service including:
  understanding your role as a professional
  the essential skills of communication -- listening, questioning, verifying, explaining a four-step customer service model

This course will cover the:
  Role as a Professional
  Describe the importance of professionalism to a customer service professional
  List characteristics associated with professionalism that you can exhibit on the job
  Identify the professional characteristics you already exhibit on a regular basis, and the professional characteristics participants need to develop or improve
  List action items that if achieved will improve your professionalism
  Essential Communication Skills
  Describe the importance of each of the essential communication skills (listening, questioning, verifying, and explaining) in customer service situations
  List and describe the techniques involved in correct use of each of the essential communication skills
  Four-Step Customer Service Process
  Perform the four steps of the customer service process, including proper use of the essential communication skills
  List the four steps of the customer service process
  Describe what happens at each of the steps in the customer service process
  Describe the use of the essential communication skills in each of the four steps of the customer service process

System Requirements
  Standard Internet browser, version 4.0 or higher
  Program written entirely in Java which does not require plug-ins
  Server components using standard HTTP protocols

DELIVERING CUSTOMER FOCUSED SERVICE
Course Length: approximately 60 minutes; interactive, self-paced
Course Format: Online, Web-based
Number: 333960 view items in your shopping cart
add Delivering Customer Focused Service - single user - 30-day subscription to your shopping cart Price: US$ 36.00 for a single user - 12-month subscription
** Copyright Agreement Form must be submitted before use.




View technology-related information, such as setting up an online campus, annual contracts, annual administrative contracts, etc.

Virtual Classroom Benefits
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System Requirements
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Frequently Asked Questions
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Thursday, March 11, 2010

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