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Customer Care
Individual Licence (EUR 60)
€60.00
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Customer Care
€60.00
Reliable shipping
Flexible returns
Buying for a team?
Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.
Develop practical knowledge and confidence in Customer Care.
This course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand:
Why this course matters
This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.
What you will gain
- Build a practical understanding of the key concepts covered in Customer Care.
- Recognise where the topic applies in real workplace or business situations.
- Apply the methods and good-practice approaches covered in the course with greater confidence.
Who is this course for?
This course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.
Course at a glance
- Study time: approximately 2 hours.
- Format: self-paced online learning.
- Professional development: CPD course.
Course Outline:
Seat Time: 2hrs
This course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand:
- The importance of giving and getting respect.
- How to properly communicate complex information.
Course Topics:
T1. PS: Customer Experience Statements: This topic will teach the learner about keeping the customer's experience in mind and the characteristics that customers would want to see in employees.
T2. PS: Giving and Getting Respect: This topic will explain to the learner the concept of respect and how to best demonstrate respect so that s/he is prepared to make a strong impression on customers.
T3. PS: Communication: This topic will examine various communication problems inhibiting the communication process, including information on encouraging teamwork and influencing others.
T4. PS: Phrasing: This topic will emphasize the notion that everything a person says communicates something, and will also provide best methods for communicating effectively and remembering the goal of communicating.
T5. PS: Probing: This topic will define probing and will familiarize the learner with detailed explanations for why probing is important to communication.
T6. PS: Telephone Usage: This topic will discuss the customer experience particular to telephone usage, including how to be prepared and actively listen.
T7. PS: Service: This topic will discuss how to properly communicate complex information, including information on how to use SERVICE to verify and correct mistakes.
T8. PS: Types of Customers: This topic will discuss the differences between youthful and senior members, and best practices on conducting business with each.
Continue your learning
Part of this learning pathway: Professional Skills
Learners also take: Customer Service Excellence
Course pathway: eBSI Banking Academy > Professional Skills > Customer Care
Explore more Professional Skills training or return to the eBSI Banking Academy.