Certified Customer Service Manager, CCSM

Module 1 Introduction to Certified Customer Service Manager
Lecture 1 What Is Customer Service?  - Preview
Lecture 2 Developing a Customer-Centric Mindset
Lecture 3 Who Are Your Customers?
Lecture 4 Internal Customers
Lecture 5 External Customers
Lecture 6 When & Where Does Customer Service Take Place?  - Preview
Lecture 7 The Need for Customer Service
Lecture 8 Unpleasant Experiences  - Preview
Lecture 9 Developing a Customer Friendly Attitude
Lecture 10 Course Outline  - Preview
Module 2 Customer Service: Communication Skills
Lecture 1 Developing Effective Communication Skills
Lecture 2 Non-verbal Communication Skills
Lecture 3 Verbal Communication Skills  - Preview
Module 3 Customer Analysis: Knowing your Customer
Lecture 1 Customer Expectations
Lecture 2 Dominant Behavioral Style
Module 4 Calming Upset Customers
Lecture 1 What Makes Customers Upset?
Lecture 2 Confirm The Customer’s Value
Module 5 Telephone Customer Service
Lecture 1 Mastering The Telephone
Lecture 2 Answering The Telephone
Lecture 3 Active Listening
Lecture 4 Transferring A Call
Lecture 5 Closing The Call
Module 6 Internet Customer Skills
Lecture 1 EMAIL
Lecture 2 E-mail Communication Guidelines
Lecture 3 Online Chat