The Management Sherpa
Customer Service Skills [7 Course Bundle]
Customer Service Skills [7 Course Bundle]
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About this Bundle
Effective customer service is the practice of providing existing and potential customers with support to enhance the satisfaction with the company and its products or services. Customer service is not only about the interaction with buyers and sellers, but the coordination of all organizational efforts to ensure on-time and accurate delivery of products and services that meet customer needs. It’s about navigating potentially difficult situations and conversations with poise and professionalism, as customer service is an extension of the organization’s brand.
Seven (7) courses in total, twelve (12) modules per course. Courses included:
Anger Management, Call Center Training, Communication Strategies, Contact Center Training, Customer Service, Customer Support, Telephone Etiquette
Course Outline
Anger Management
- Module One: Getting Started
- Module Two: Understanding Anger
- Module Three: The Styles of Anger
- Module Four: Gaining Control
- Module Five: Separate the People from the Problem
- Module Six: Working on the Problem
- Module Seven: Solving the Problem
- Module Eight: A Personal Plan
- Module Nine: Communicating Your Anger
- Module Ten: Dealing with Angry People
- Module Eleven: Pulling it All Together
- Module Twelve: Wrapping Up
Call Center Training
- Module One: Getting Started
- Module Two: The Basics (I)
- Module Three: The Basics (II)
- Module Four: Phone Etiquette
- Module Five: Tools
- Module Six: Speaking Like a Star
- Module Seven: Types of Questions
- Module Eight: Benchmarking
- Module Nine: Goal Setting
- Module Ten: Key Steps
- Module Eleven: Closing
- Module Twelve: Wrapping Up
Communication Strategies
- Module One: Getting Started
- Module Two: The Big Picture
- Module Three: Understanding Communication Barriers
- Module Four: Paraverbal Communication Skills
- Module Five: Non-Verbal Communication
- Module Six: Speaking Like a STAR
- Module Seven: Listening Skills
- Module Eight: Asking Good Questions
- Module Nine: Appreciative Inquiry
- Module Ten: Mastering the Art of Conversation
- Module Eleven: Advanced Communication Skills
- Module Twelve: Wrapping Up
Contact Center Training
- Module One: Getting Started
- Module Two: It Starts at the Top
- Module Three: Peer Training
- Module Four: How to Build Rapport
- Module Five: Learn to Listen
- Module Six: Manners Matter - Etiquette & Customer Service (I)
- Module Seven: Manners Matter - Etiquette & Customer Service (II)
- Module Eight: Handling Difficult Customers
- Module Nine: Getting the Necessary Information
- Module Ten: Performance Evaluations
- Module Eleven: Training Doesn’t Stop
- Module Twelve: Wrapping Up
Customer Service
- Module One: Getting Started
- Module Two: Who We Are and What We Do
- Module Three: Establishing Your Attitude
- Module Four: Identifying and Addressing Their Needs
- Module Five: Generating Return Business
- Module Six: In-Person Customer Service
- Module Seven: Giving Customer Service over the Phone
- Module Eight: Providing Electronic Customer Service
- Module Nine: Recovering Difficult Customers
- Module Ten: Understanding When to Escalate
- Module Eleven: Ten Things You Can Do To WOW Every Time
- Module Twelve: Wrapping Up
Customer Support
- Module One: Getting Started
- Module Two: What Is Customer Service?
- Module Three: Challenges
- Module Four: Email
- Module Five: SMS
- Module Six: Webchat
- Module Seven: Multi-Channel Apps
- Module Eight: Support Ticket Apps
- Module Nine: Documentation
- Module Ten: Feedback
- Module Eleven: Be Proactive
- Module Twelve: Wrapping Up
Telephone Etiquette
- Module One: Getting Started
- Module Two: Aspects of Phone Etiquette
- Module Three: Using Proper Phone Language
- Module Four: Eliminate Phone Distractions
- Module Five: Inbound Calls
- Module Six: Outbound Calls
- Module Seven: Handling Rude or Angry Callers
- Module Eight: Handling Interoffice Calls
- Module Nine: Handling Voicemail Messages
- Module Ten: Methods of Training Employees
- Module Eleven: Correcting Poor Telephone Etiquette
- Module Twelve: Wrapping Up