Customer Service Skills Certificate

Learning Outcomes:
After completing this course the participants will be able to:
Explain what a customer-centric mindset isExplain what an internal customers and external customers is and why customer service is importantUnderstand the lifetime value of a customerImplement telephone etiquette and electronic communication etiquetteExplain what the effects of bad customer service are, the cost of a lost customer and the cost of finding a new customerEffectively handle customer complaints and what the key customer service mistakes areKeep your valued customers happy and how to deliver superior customer serviceManage their stress in their customer service professional careerExplain the customer service technology predictions over the next 10 years
Customer Service Skills Certificate
Index
1. An introduction to customer service
2. Developing a customer-centric mindset
3. Internal customers and external customers
4. What is the lifetime value of a customer
5. Telephone etiquette
6. Electronic communication etiquette
7. What are the effects of bad customer service
8. The cost of a lost customer
9. The cost of finding a new customer
10. How to handle customer complaints
11. Dealing with difficult customers
12. Key customer service mistakes
13. Ten major don'ts of customer service
14. How to keep your valued customers happy
15. Delivering superior customer service
16. Stress management tips for customer service professionals
17. Customer service technology predictions over the next 10 years