There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new cus
...moreCourse contents
How does this Online Course Work?
Course Overview & Learning Objectives
S0201 - Test your Knowledge
S02 Introduction
Definitions
The First Critical Element – A Customer Service Focus
S0202 - Test your Knowledge
S03 Introduction
Types of Customers
S0301 - Test your Knowledge
S04 Introduction
Meeting Expectations
S0401 - Test your Knowledge
S05 Introduction
Creating a Personal Vision Statement
Creating your Personal Vision Statement
Identifying Dreams and Setting Goals
SPIRIT Goals
S0501 - Test your Knowledge
S06 Introduction
Our Standards
S0601 - Test your Knowledge
S07 Introduction
What do you Think?
S0701 - Test your Knowledge
S08 Introduction
Empathy
Barriers in Communication
Body Language
Voice
Asking Questions
S0801 - Test your Knowledge
S09 Introduction
Telephone Basics
Handling Everyday Requests
Tips and Tricks
S0901 - Test your Knowledge
S10 Introduction
Types of Difficult Customers
S1001 - Test your Knowledge
S11 Introduction
An Assertive Model
S1101 - Test your Knowledge
S12 Introduction
Getting to the Heart of the Matter
The Three F's
S1201 - Test your Knowledge
S13 Introduction
Reducing Conflict
When Discussions Degenerate Into Conflict
Problem Solving in Six Steps
S1301 - Test your Knowledge
S14 Introduction
The Process
The Recovery Process
S1401 - Test your Knowledge
S15 Introduction
Tools to Use
S1501 - Test your Knowledge
S16 Introduction
Reinforcement Techniques
Power Talk
How to Feel Powerful in Your Position
S1601 - Test your Knowledge
S17 Introduction
Stress Busting Techniques
S1701 - Test your Knowledge
Quotes and Recommended Reading List
Final Test - Customer Service
Course Information
Creator
Palomino Training Solutions
Type
Paid
Published Date
16-02-2018 10:55:39
Certificate Term
Pass All Lessons
Taught By
Palomino Training Solutions
About us
Palomino Training Solutions was established in June 2006 with the view of improving customer service and frontline staff in South Africa.
Site links
Our mission
'Empowering others to help themselves through training, education & motivation.'