Managing Customer Service
As
a manager, you probably interact with customer service personnel every day. But
are you empowering your organization with quality customer service suggestions?
In this six-week online course, you'll discover the dynamite methods for
bringing out the best in your team, measuring customer service, and learning
what you need to do to anticipate the needs of your reps and your customers. As
an added bonus, you'll unlock the power of leading by example and setting new
trends for customer service in your growing business.
You may already understand that top-notch customer service begins with knowing
your customers and their needs, but do you know how to evaluate those customers,
or better yet, what to do with the data once you have it? We'll take a look at
that, as well as identify how your customer service stacks up right now, and how
you can build on even the sharpest of service policies. Plus, learn how to
communicate, resolve complaints, and foster winning traits in each of your reps,
all in six easy weeks.
To enroll in this course, click the Enroll Now button below:
Requirements:
Internet access, e-mail, and the Microsoft Internet Explorer or Mozilla Firefox Web browser.
Syllabus:
All courses run for six weeks, with a two-week grace period at the end. Two
lessons are released each week for the six-week duration of the course. You do
not have to be present when the lesson is released, but you must complete each
lesson within two weeks of its release.
A new section of each course starts on the second or third Wednesday of each
month. If enrolling in a series of two or more courses, please be sure to space
the start date for each course at least two months apart.
| Week One |
| Wednesday - Lesson 01 |
| Do you know what winning customer service looks like?
If you're like most of us, you know it when you see it, but you may not
be able to replicate it easily within your organization. Well, that will
soon change as you learn what it takes to provide the best service the
first time. |
| Friday - Lesson 02 |
| Customers are complex and multidimensional. But the
success of your organization depends on how well you understand what
customers want and meet their needs. So let's get to work finding out
who your customers are and how you can serve them best. |
| Week Two |
| Wednesday - Lesson 03 |
| If you've ever handled a customer complaint, you know
how expectations play a large role in ultimate customer satisfaction.
Learn what motivates customers and the best way to appeal to them the
right way, the first time. |
| Friday - Lesson 04 |
| A lot of organizations still have the so what
mentality when it comes to superb customer service. But you won't be one
of them, will you? There are a lot of benefits to ramping up your
customer service, the least of which is making your current customers
happy. Discover the secrets today. |
| Week Three |
| Wednesday - Lesson 05 |
| If you're like a lot of people, you've probably
noticed that in some places, on some days, customer service seems to be
a laughable misnomer. Ironically, the better our service, the greater
our collective expectations for high quality follow-through and
innovation. Learn about the decline and revival of customer service and
see what you can do to capitalize on consumer expectations. |
| Friday - Lesson 06 |
| Customers are happy when they get the right
combination of product, price, and information. When you make the
product available at the right time and place, you have a winning
marketing mix—also known as the 4P's (product, price, place, and
promotion). Today, you'll see how you can help your organization grow by
harnessing the power of the P. |
| Week Four |
| Wednesday - Lesson 07 |
| You may know already which of your reps are top
performers, and which of them are lackluster. But do you know how to
cultivate the best qualities in every rep on your team? You will after
reading this lesson! Unlock the secrets to dangerously efficient and
friendly customer service today. |
| Friday - Lesson 08 |
| It's great to know how to cultivate better service
and how to pick the right team members, but it's also important to know
how you measure the customer service you already provide every day. Join
us for a simplified, user-friendly tour of the measurements and math
behind your customer service counter. |
| Week Five |
| Wednesday - Lesson 09 |
| Your success in satisfying customers largely depends
on the level of your communication skills. So in this lesson, we'll
discuss the importance of clear and direct communication. Plus, you'll
find out how to solve communication problems, especially the ones that
happen all the time when you're doing business over the phone. |
| Friday - Lesson 10 |
| Today, you'll learn how to revive a troubled customer
service program, deal with upset customers, and use technology to
simplify your job duties. We'll also go over the steps to take when you
face a difficult customer and review the use of call centers, e-mail,
and the Internet. |
| Week Six |
| Wednesday - Lesson 11 |
| Your team of customer service personnel could
probably stand a little more training and a lot more encouragement.
Luckily, you'll soon know how to take your employees to the next level
with motivation strategies that really work. |
| Friday - Lesson 12 |
| As we close our course, it's important to reflect
once again on how vital our customer service reps are to the company.
Learn the best ways to reward and motivate them to treat their jobs as
careers, and their customers as friends. As we all know, you only have
one chance to make a first impression, and you don't want to waste it
being busy or rude! |
To enroll in this course, click the Enroll Now button below:
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