TRAINING THAT GETS RESULTS
CUSTOMER SERVICE - THE BASICS
FREE CUSTOMER SERVICE ONLINE COURSE
GETTING STARTED
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Welcome to this free online course. Unlike our more comprehensive customer focus online program, this free course covers some of the basics of customer service. We hope you will find it to be both interesting and helpful.
This particular course is intentionally set up as a text only file for instant download regardless of your internet connection. You will also notice that there are no interactive pop quizzes and tests in this course as it uses a simple HTML format. We mention this as we want to manage your expectations.
If you would like to find out about our comprehensive, interactive, certificate level online training program called Maximizing the Customer Experience, please click here.
So, let’s begin.
In your travels as a consumer you've no doubt experienced good and bad customer service. Those good experiences include employees who solve your problem quickly and to your satisfaction. Or when someone takes the time to patiently explain your options or how to use a product. It's when an employee recommends an alternative that saves you money. But before any employee can become a guru at customer service they have to understand and practice the fundamentals. While it seems new employees or individuals new to the work force would need to practice those fundamentals it's unsafe to assume even the veteran staff have mastered them.
If you're really interested in improving your customer service this is the place to start. The attitudes and actions described in this tutorial define the company your customers see, hear and feel. If you fail at these everything else is just a gimmick or window dressings.
This module:
- describes the attitudes every employee must have to be truly customer focused
- describes the specific actions employees can take to win customer loyalty and confidence
- provides scripts for greetings, transfers, putting callers on hold and problem resolution
- gives examples of how phone messages, voice mail and email can be used to demonstrate customer commitment
- explains the critical difference between customer expectations and customer needs
- describes the basic attributes of service that customers expect
Why is this important?
It's easy to assume you're providing good customer service - after all how hard can it be? If the customer needs help - you help them. If the customer has a problem - you fix it. Right? But, providing excellent customer service - consistently is very difficult. Employees need to know exactly what's expected of them and what good service looks like. Think about how many businesses you interact with on a daily basis. How many provide truly memorable service? It's hard to think of any isn't it! That's because excellent service takes work and dedication.
One more thing.....no matter what position you aspire to you'll always have someone as your customer. If you develop a truly dedicated attitude towards customers it will only help your career.
Service is an attitude. Sure it's delivering products on time, following up on problems effectively, providing service with a smile - but all that starts with the right attitude. Let's review some aspects of "Service Attitude". Click CONTINUE to learn more.
Want to learn more than just the basics?
If yes, click here.