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Customer Service Excellence
Individual Licence (EUR 60)
€60.00
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Customer Service Excellence
€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 Service Excellence.
This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:
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
- Use the key features and workflows covered in Customer Service Excellence with greater confidence.
- Apply the tools and techniques to practical business tasks.
- Recognise common mistakes and work more efficiently in day-to-day use.
Who is this course for?
This course is suitable for business users, administrators, managers and professionals who want to work more efficiently with everyday digital tools.
Course at a glance
- Study time: approximately 3 hours.
- Format: self-paced online learning.
- Professional development: CPD course.
Course Outline:
Seat Time: 2.5hrs
This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:
- Frame of reference.
- Proper telephone skills.
- Handling everyday requests.
Course Topics:
T1. Defining Customer Service: This topic will provide the learner with information on the important aspects of customer service and handling the needs of customers.
T2. Communicating: This topic will introduce the learner to physical, non-verbal actions, spoken signals, oral replies, and closed and open questions.
T3. Frame of Reference: This topic will provide an overview of self-image, a personal vision statement, and the 'SPIRIT' model to the learner.
T4. Improving Communication: This topic will provide an overview of empathy, dangerous misconceptions, roadblocks to effective communication, and eliminating barriers.
T5. Proper Telephone Skills: This topic will provide information on opening a telephone conversation, showing respect to customers, how to use a pleasant telephone voice, and successfully ending a telephone conversation.
T6. Handling Everyday Requests: This topic will provide an overview of warm transfers, correctly placing customers on hold, properly taking messages, and the importance of accuracy.
T7. Resolving Conflicts: This topic provides an overview of decreasing conflict, avoiding communication break-downs, and dealing with problem individuals.
T8. Identifying and Addressing Customer Problems: This topic provides tips to solve customersÆ problems, sympathizing, expressing regret, and resolving problems swiftly.
T9. The Importance of Leadership: This topic provides information on leadership, the Situational Leadership Model, and styles of leadership.
T10. Engaging Employees: This topic provides information about cultivating potential, keys to becoming an effective manager, understanding employees, and defining the various types of employees found in the workplace.
Continue your learning
Part of this learning pathway: Professional Skills
Learners also take: Customer Care
Course pathway: eBSI Banking Academy > Professional Skills > Customer Service Excellence
Explore more Professional Skills training or return to the eBSI Banking Academy.
Related eBSI learning pathway: eBSI SME Academy > Workplace Essentials