Customer Service Intermediate Level - Contact Centers and CRM
Customer Service Intermediate Level Full Certification Course - Contact Centers
Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.
Practical, concise help for dealing with customers: The course and its accompanying workbook pave the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training.
We deal with excellent and not-so-good customer service every day. Customer Service is always on the agenda. However, these two words involve so much more than simply serving customers. It is solving problems, reassuring the uncertain, calming the infuriated, finding the lost and fixing the broken. The customer service professional is required to be a jack-of-all trades to satisfy the expectations of the customer and promises of the company.
Organizations know that their customer service staff are the frontline of their business. Sales positions are no longer filled with the unmotivated, the unfriendly, the unhelpful and the untrained personnel from yesteryear. They are the point of make-or-break sales and there is now a greater emphasis and importance on maintaining and improving high quality customer service and staff.
Customer Service Intermediate Workbook
2 Contact Centres
4 Communication Methods - Body Language
6 Communication Methods - Email
5 Communication Methods - Active Listening
7 Communication Methods - Telephone
8 Communication Methods - SMS
9 Dealing with Customers - Asking Questions
10 Dealing with Customers - Tolerance
11 Problems to Avoid - Phone Tag
12 Problems to Avoid - Abusive Callers
13 Problems to Avoid - Difficult Customers
1 Welcome to Customer Relationship Management
2 CRM What is It?
3 CRM Types
How much time do you need?
90 Days Access
180 Days Access
The concepts covered in each of the categories are as follows:
- Final Exam
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