Module 1-12 Steps To Successful Customer Service Training (Steps 1-5)

Course Description: Good customer service is vital to every company. It is a customer service representative (CSR) responsibility to exercise excellent servicing skills for the benefit of the company they work for but moreover for the benefit and well-being of the customer.

This training will help you improve your skills using techniques that have been proven time and time again in some of the most successful companies that have made an investment in excellent Customer Servicing.We will focus on most of this curriculum for inbound call handling, however much of the techniques taught can be used for any customer service environment

Skills you will learn

 This training focuses on helping the rookie and the veteran CSR by giving them a complete step-by-step training that takes the guesswork out of your customer-servicing departments.
 It is specifically designed for today’s market for which consumers are demanding major improvements in how companies approach and handle their customers.
With poor quality servicing prevalent in today’s market, it is vital to develop techniques that will distinguish you from competing industries to service customers with excellence!
 The 12 Steps for the CSR uses a unique service approach that can be customized and individualized to your servicing efforts.
 The approach is not the typical frontal assault employed by many CSRs, who are pressured in handling volumes of calls every minute, 6 to 8 hours a day
Steps 1-5 of the 12 Step method presented in this training allows you to immediately attempt to establish rapport and be personable but not personal. CSRS will project a more professional image while offering that extra customer service!
Each Stepwill guide you through the process of a call, so you will know how to determine which are the calls where one can simply take the order or how to identify those callers that need more selling or handle callers that need their anger defused
If you want to improve your customer servicing skills, have greater control with the direction of the conversation that achieves a more positive encounter with your customer then this course is for you.

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Online course

60:22

Certificate

English

Commercial

Open to everyone

Module 2 – 12 Steps To Successful Customer Service Training (Steps 6-12)

Course Description:In this course, Steps 6-12 of the 12 Steps will guide you through the process of a call so you will know how to determine which are the calls you should simply take the order and how to identify callers that need more selling.

The first 5 Steps covered in Module 1 teaches how to take an inbound call and determine what type of call you will handle. The balance of the 12 Steps in this training will help you handle these calls using best servicing options designed to effectively facilitate and resolve calls.

Skills you will learn

 Restate what the customer said for clarification and use it as a bridge leading you to either facilitate the call or resolve.
 Depending on the type of call, Resolve, Sell and Take the Order effectively andproficiently.
Get agreement that generates a positive outcome between you and your customer.
 Finalize the outcome of a call that is win-win
 Pass calls to other departments or managers that keeps the customer’s objective in mind. Avoid the pitfalls of misdirecting calls and poor communication when passing calls.
Role-play that will help you put into practice what you have learned. Tips are provided to prepare yourself in handling all your customers with care and confidence

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Online course

45:35

Certificate

English

Commercial

Open to everyone

Module 3 – Overcoming Objections and Defusing Irate Customers

Course Description:When a customer objects or resists you, it is not meant as a rejection. In most cases an objection is telling you, “I’m not happy,” “I need extra customer service,” or “I want you to just hear me out.”

When representing your company, expect to receive resistance or irate customers. Your job is to defusethe situation quickly beforethe customer gets out of hand and you lose control. If your job is to “pass” or direct the call to someone else, your goal is to make every effort to leave a positive impression with your customer.

When incorporating excellent customer service, will help make it much easier for the person who will eventually handle the customer. The end result for you is that you did your best and you valued your customer. Providing excellent customer service will help you move on and effectively service your next customer with a positive and professional attitude

Skills you will learn

 Deal effectively with angry and rude customers
 Depending on the type of call, Resolve, Sell and Take the Order effectively andproficiently.
Overcome your customers objections by using the five methods taught in this course. Understand which methods you should be using for the type of objection or resistance you will encounter.

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Online course

37:27

Certificate

English

Commercial

Open to everyone

Module 4 – Common Customer Service Objections and Answers

Description:This Module is not a training course however, it takes what you’ve learned in Module 3 and puts it all into perspective.
In this module you will be given the correct responses to overcome the most common objection and resistance statements your customers will give you.Knowing ahead of time what the objections are and what you can say to overcome them, taking back your control of the call, will not only help you have greater confidence but in most cases your customer will be satisfied with theend result.

Course Highlights:Below are a few of the type of objections you may face. Using the techniques taught in Module 3 will give you the tools. However, in this Module you are given the verbiage, utilizing those tools, to effectively overcome and outweigh angry, irate and unhappy customers.

Some of the most common and uncommon objections you will face are:

 Customer doesn’t want to be placed on hold
 Customer is angry and taking it out on you
 A Dissatisfied customer
 Not happy with your policies
 Extremely rude customer
 Screaming customer
 Intimidating customer
 Customer demanding to by-pass you
 The customer who go the runaround
 Customer threatening to cancel their services
 Customer was denied credit

When you have mastered Module 3 and 4, you will improve your call handling skills and increase your confidence when handing your customers.

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Online course

33:07

Certificate

English

Commercial

Open to everyone

Module 5 – Do’s and Don’ts of Defusing Irate Customers

Description:This Module is not a training course however, it takes what you’ve learned in Module 3 and puts it all into perspective.
In this module you will be given the correct responses to overcome the most common objection and resistance statements your customers will give you.Knowing ahead of time what the objections are and what you can say to overcome them, taking back your control of the call, will not only help you have greater confidence but in most cases your customer will be satisfied with theend result.

Course Highlights:Below are a few of the type of objections you may face. Using the techniques taught in Module 3 will give you the tools. However, in this Module you are given the verbiage, utilizing those tools, to effectively overcome and outweigh angry, irate and unhappy customers.

Some of the most common and uncommon objections you will face are:

 Customer doesn’t want to be placed on hold
 Customer is angry and taking it out on you
 A Dissatisfied customer
 Not happy with your policies
 Extremely rude customer
 Screaming customer
 Intimidating customer
 Customer demanding to by-pass you
 The customer who go the runaround
 Customer threatening to cancel their services
 Customer was denied credit

When you have mastered Module 3 and 4, you will improve your call handling skills and increase your confidence when handing your customers.

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Online course

42:47

Certificate

English

Commercial

Open to everyone

Module 6 – For Your Information

Course Description:This course will provide knowledge to give you awareness of how to set goals, implement time management, and to self-motivate. It’s important to increase your motivationand eliminate the monotony of your job.

This training will put everything into perspective and wrap up what you have learned and how you can daily make steps toward maximizing and improving the daily “grind” and enhance you customer-servicing skills.In FYI you will get a wealth of ideas that help you be more effective in your job and keep a positive attitude.

After you have gone through this training, you will be able to utilize all or a portion of the ideas at your discretion. The important issue is to be creative and continuously increase your knowledgeenabling you to further enhance your customer servicing efforts.

Some of the most common and uncommon objections you will face are:

 Listening skills and self-evaluationsthat enable you to understand what the customer is saying and how to use the information in achieving optimum customer service.
 Techniques to conduct effective role play exercises that are fun, productive, and doesn’t take too much time away from your daily activities.
 Helpful quick tips for improved customer servicing
 Identifying your goals and how to achieve them
 Time wasters and how to improve your time management that maximizes your daily to dos.
 Ideas on how you can increase your knowledge and achieve greater success in your job and in life
 Call planning guides designed to improve and meet your daily call handling objectives

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Online course

60:03

Certificate

English

Commercial

Open to everyone