The primary purpose of every business is to have their customers return repeatedly, even in the midst of competition. But this will be quite difficult if what is offered the customers makes them just satisfied.
Here’s why: Independent studies of both Motorola and Xerox confirm that customers who are just satisfied were five times as likely to purchase from another source as customers who are highly satisfied.
And conversely, highly satisfied customers are four times as likely to buy again from the same organization within the next six months as customers who are just satisfied.
This implies that organizations must know their customers, what their needs are, and how to make them highly satisfied.
However, while many organizations promise excellent customer service that will make customers highly satisfied, some are better at delivering than others.
This course is designed around six critical elements of customer service that, when the organization lives them, bring customers back to experience service that outdoes the competition.
And considering the impact of internal service quality on the service the customer ultimately receives, it’s important that every employee, regardless of their primary role, possesses good customer service skills.
Very rich in content, interactive, and conveniently delivered, this course offers a blend of all the key skills required by employees to deliver excellent customer service.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: Who Are Your Customers?
Session 4: Meeting Expectations
Session 5: Pre-Assignment Review
Session 6: Setting Goals
Session 7: The Second Critical Element – Defined in Your Organization
Session 8: The Third Critical Element – Given Life by the Employees
Session 9: Communication Skills
Session 10: Telephone Techniques
Session 11: Dealing With Difficult Customers
Session 12: Dealing With Challenges Assertively
Session 13: Dealing With Difficult People
Session 14: The Fourth Critical Element – Be a Problem Solver
Session 15: Seven Steps to Customer Problem Solving
Session 16: The Fifth Critical Element – Measure It
Session 17: The Sixth Critical Element – Reinforce It
Session 18: Dealing With Stress
Session 19: A Personal Action Plan
Post-Course Assessment
Certificate
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmartglobal.com:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (for individuals buying this course for themselves)
Click on "Enroll For This Course”, checkout and make payment with your Visa, Master, or Amex card. You will receive your unique login details by email and start training.
The primary purpose of every business is to have their customers return repeatedly, even in the midst of competition. But this will be quite difficult if what is offered the customers makes them just satisfied.
Here’s why: Independent studies of both Motorola and Xerox confirm that customers who are just satisfied were five times as likely to purchase from another source as customers who are highly satisfied.
And conversely, highly satisfied customers are four times as likely to buy again from the same organization within the next six months as customers who are just satisfied.
This implies that organizations must know their customers, what their needs are, and how to make them highly satisfied.
However, while many organizations promise excellent customer service that will make customers highly satisfied, some are better at delivering than others.
This course is designed around six critical elements of customer service that, when the organization lives them, bring customers back to experience service that outdoes the competition.
And considering the impact of internal service quality on the service the customer ultimately receives, it’s important that every employee, regardless of their primary role, possesses good customer service skills.
Very rich in content, interactive, and conveniently delivered, this course offers a blend of all the key skills required by employees to deliver excellent customer service.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: Who Are Your Customers?
Session 4: Meeting Expectations
Session 5: Pre-Assignment Review
Session 6: Setting Goals
Session 7: The Second Critical Element – Defined in Your Organization
Session 8: The Third Critical Element – Given Life by the Employees
Session 9: Communication Skills
Session 10: Telephone Techniques
Session 11: Dealing With Difficult Customers
Session 12: Dealing With Challenges Assertively
Session 13: Dealing With Difficult People
Session 14: The Fourth Critical Element – Be a Problem Solver
Session 15: Seven Steps to Customer Problem Solving
Session 16: The Fifth Critical Element – Measure It
Session 17: The Sixth Critical Element – Reinforce It
Session 18: Dealing With Stress
Session 19: A Personal Action Plan
Post-Course Assessment
Certificate
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmartglobal.com:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (for individuals buying this course for themselves)
Click on "Enroll For This Course”, checkout and make payment with your Visa, Master, or Amex card. You will receive your unique login details by email and start training.
