This course explores best practices in providing customer service. This course can serve as an introduction if this is your first customer service job. But even if you are a seasoned professional, the scenarios and activities will give you a chance to ask yourself how you might better handle balancing the needs of your customers with the needs of your organization.

Learning Outcomes: 

• Identify customers as one of four different types: agreeable, directive, analytical, or expressive
• Adapt your customer service interaction to the customer's type
• Understand that customer service language should be both polite and efficient
• Explain how providing customer service over the phone or online differs from providing customer service in person
• Identify poor examples of customer service and explain how the agent could improve his or her interactions
• Understand how body language can affect customers' perception of the service they are receiving
• Use the "No...but" technique to emphasize what the agent can do rather than what he or she can't
• Understand the reasons that customers might be difficult and handle difficult customers professionally
• Explain why providing customer service requires great communication with co-workers and supervisor

Credentials:

IACET CEUs: .1 (Contact Hours: 1 hours)