Customer Service Intermediate Level Full Certification Kit - Complete Skills, Training, and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience

Practical, concise help for dealing with customers: The book and its accompanying eLearning course and Certification paves 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.

Research has shown that highly successful service organizations have lower marketing costs, fewer upset customers and more repeat business – customers are “voting with their feet” which is key when customer loyalty has become obsolete. An added bonus to good service is morale, job satisfaction is higher, and employee absenteeism and turnover are lower.

Program Contents:

Each customer service intermediate eLearning program consists of a number of modules, containing various presentations, exercizes and quizzes designed to boost your knowledge and understanding of the customer service and to prepare you for the customer service intermediate exam.

The concepts covered in each of the categories are as follows:

Communication Strategies
-Introduction
-Making a Start
-Goals
-Making it Work
-Communicating
-Exam Preparation

Contact Centres
-Introduction
-Contact Centres
-Communication
-Communication Methods
-Dealing with Customers
-Problems to Avoid
-Exam Preparation

Decision Making & Assertiveness
Introduction
What is Assertiveness?
Decision Making Skills
Ethical Decisions
Group Decision Making
Leadership
Exam Preparation

Delivering Presentations & Public Speaking
-Introduction
-Preparing your Presentation
-Building your Presentation
-Issues when Presenting
-Delivering your Presentation
-Tips to Remember
-Exam Preparation

Conflict Resolution
-Introduction
-What is Conflict?
-Types of Conflict
-Resolving Conflict
-Communication
-Impact of Conflict
-Exam Preparation

Customer Relationship Management
Introduction
CRM - What is it?
CRM Types
Strategy
Exam Preparation

Customer Service & Sales
-Introduction
-Selling is Easy?
-Features & Benefits
-10 Golden Rules
-Exam Preparation

Customer Service & Retail
-Introduction
-What's it all about?
-Developments & Trends
-Issues Facing the Industry
-Working Within the Industry
-Career Progression
-Exam Preparation