This course will equip you with the skills needed to be an excellent customer service manager.
It would teach you how to identify your customers and their unique needs, how to communicate in an assertive manner, how to solve customers’ problems and how to turn an unhappy customer to your biggest fan.
It is an excellent Launchpad into a fulfilling career as a Customer Service Manager. It is guaranteed to be the most effective class with the use of manuals, workbooks and case studies. Customer Service Certification provides the foundation for quality customer service and focuses on building life-long customer relationships strategies.
CERTIFIED CUSTOMER SERVICE MANAGER, CCSM®
Module 1 Introduction to Certified Customer Service Manager
Lecture 1 What Is Customer Service?
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?
Lecture 7 The Need for Customer Service
Lecture 8 Unpleasant Experiences
Lecture 9 Developing a Customer Friendly Attitude
Module 2 Customer Service: Communication Skills
Lecture 1 Developing Effective Communication Skills
Lecture 2 Non-verbal Communication Skills
Lecture 3 Verbal Communication Skills
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
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