Introduction to Customer Service
01
Nov
- Professional development
- 27 (Registered)
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1.Introduction and Objectives
- What Is Customer Service?
- Why Is Customer Service Important?
2.Communication Skills
- Verbal Communication
- Non-Verbal Communication
- Active Listening
- Empathy
3.Understanding Customer Expectations
- Identifying Customer Needs
- Managing Expectations
- Over-Delivering Value
4.Handling Difficult Customers
- Types of Difficult Customers
- Strategies for Diffusing Tension
- Conflict Resolution Techniques
5.Technology in Customer Service
- Overview of CRM Systems
- Automation and Chatbots
6.Regulatory Compliance
- .Legal Aspects in Customer Service
- Quality Standards
Case Study:Â Â StellarTech’s Regulatory Compliance Blunder
Curriculum
- 2 Sections
- 9 Lessons
- 12 Weeks
Expand all sectionsCollapse all sections
- Introduction to Customer Service7
- 1.0Lesson 1: Introduction and Objectives
- 1.1Lesson 2: Communication Skills
- 1.2Lesson 3: Understanding Customer Expectations
- 1.3Lesson 4: Handling Difficult Customers
- 1.4Lesson 5: Technology in Customer Service
- 1.5Lesson 6: Regulatory Compliance in Customer Service
- 1.6Case Study: StellarTech’s Regulatory Compliance Blunder
- Final Exam3
Instructor
