Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service. This quality service takes place before, during, and after the customer’s requirements are met. It includes all interactions made by the company with it’s clients starting with the sales team. The provision of good customer service requires training for all staff who come into contact with clients or customers. The way we interact with customers takes in many forms. This ranges from face-to-face conversations, phone, email, social media or through the company’s website. However you interact with customers, the quality of customer care has the power to make or break a company. Smallbusiness.co.uk give us insights into how much the success of a business relies on good customer services in their article: 16 Customer Service stats and what they mean for small companies.
Good Customer Service:
- Increases sales revenue by inviting already satisfied customers to spend more
- Creates trust and reduces barriers so that if customers know you want them to have a good experience. This mean you will help in a set up operation or stand by generous returns policies. The result of this means they are more likely to buy a product or service from you, a trusted supplier, in future.
- Retaining customers cost less than gaining new customers so the satisfaction of existing customer saves on marketing costs.
- It improves brand image, reputation and gets word of mouth recommendations from satisfied customers
- A feedback mechanism is established through customer service which solves problems of existing customers and identifies obstacles to buying from future customers
This customer services training course is a journey that goes through identifying who the customers is, what they need from you and how you can ensure this need not just met, but delivered in a way that ensures the customer has a great experience. The course material outlines how trust is built with customers and how they can be your greatest advocates in getting new customers. Communications style is central to good customer services and much of the course deals with fostering and improving the best ways to communicate with customers. The final chapter deals with how to set up systems to handle complaints that will keep a potentially disgruntled customer coming back in the future.
|About the Course||1|
|What is Customer Services||2|
|The Goals of Great Customer Service||3|
|Discovering and Understanding Customer needs||4|
|Delivering Maximum Levels of Customer Service||5|
|Making Customers Feel Great from the start||6|
|Non-Verbal Communication and Body Language||8|
|Dealing with Customer Complaints||9|
Online assessment for this customer service training is carried out by a series of multiple choice questions. Candidates must answer 70% of the questions correctly to pass each module. We advise you to complete each module and answer the question before moving on to the next module. This provides a better learning experience because you will need to have knowledge from earlier modules to understand some of the material in the later modules. For those who complete the course successfully, a PDF certificate of the award is sent directly to your inbox. Hard copies of the award are available on request. The course takes 75 minutes of training to complete. This is course content only and does not cover the time it takes to answer questions.