March 23, 2022

Building Customer Relationships

Serving your customers in such a way that you build strong relationships with them helps create loyal, repeat customers. In this course, you’ll learn what you can do on a customer service front to encourage customers to return again and again. By the end of this course, you will be able to • Describe the importance of strong relationships with customers • Build strong relationships with customers • Establish rapport with customers • Welcome returning customers • Maintain customer relationships • Reward repeat customers • Build online rapport with customers
March 23, 2022

Respecting Diversity in Your Customers

If you’re not accustomed to working with customers who are different from you, you may not be sure how to interact with them. In this course, you’ll learn guidelines for working with customers from different cultures. By the end of this course, you will be able to • Define diversity • Define culture • List strategies to better serve diverse customers • Describe ways to overcome language barriers
March 23, 2022

Better Serving Customers with Disabilities

In this course, you’ll learn how to work well with customers with all types of disabilities. You’ll discover general guidelines for working with customers who have a variety of disabilities. You’ll also find out about special considerations when working with customers who have specific types of disabilities. By the end of this course, you will be able to • List different types of disabilities • Identify potential obstacles for customers with disabilities • Use language that focuses on the customer, not the disability • Describe general guidelines for working with customers with all types of disabilities • Explain special considerations when working with customers with specific disabilities
March 23, 2022

Dealing with Difficult Customers

In customer service, you encounter a wide range of customer personalities. While some customers are fun to work with, others are hard to work with no matter the situation. Others are simply angry. In this course, you’ll learn how to deal with different types of difficult customers. By the end of this course, you will be able to • Explain how to stay calm and composed when dealing with difficult customers • Describe techniques for handling different types of difficult customers • List ways to handle entitled customers • Explain how to restore your relationship with difficult customers
March 23, 2022

Responding to Customer Complaints

When you work in customer service, dealing with unhappy customers is unavoidable. In this course, you’ll learn how to respond to customer complaints. You’ll also discover a problemsolving process that can help you and the customers reach a mutually agreeable solution. By the end of this course, you will be able to • Explain the importance of customer complaints • List the different modes of customer complaints • Explain how to encourage customer complaints • Describe how to prepare for common complaints • Explain how to choose words that help calm angry customers • Explain how to deal with complaints promptly and to the satisfaction of the customer • Describe the problem-solving process in customer service • Handle customer objections to possible solutions • Recognize the importance of following up with customers • Explain how to use complaints to prevent issues with future customers
March 23, 2022

Managing Conflict with Internal Customers

Difficult situations don’t occur only with your external customers; they can occur with your internal customers as well. In this course, you’ll learn why conflict with internal customers occurs and what you can do to manage it. By the end of this course, you will be able to • Describe the differences between positive and negative conflict • List the effects of negative conflict • List the reasons why conflicts with internal customers occur • Explain what you can do to prevent conflicts with internal customers • Identify negative behavior • Decide if and when to address conflict with internal customers • Describe what you can do to help resolve conflict with internal customers
March 23, 2022

Focusing on Your Customers

Customers are integral to the success of any business. In this course, you’ll find out who your customers are, what customer service is, who provides it, and how it affects a business’s bottom line. You’ll also discover the difference between customer service and customer-focused and what providing quality customer service means. By the end of this course, you will be able to • Understand the difference between internal and external customers • Explain the importance of customer service • Explain the difference between customer service and customer-focused • Describe what it means to provide quality customer service
March 23, 2022

Providing Friendly, Courteous, and Efficient Service

Your interactions with customers set the tone for your long-term relationships. In this course, you’ll learn how to greet customers and interact with them in a way that makes them repeat customers. By the end of this course, you will be able to • Create a positive first impression • Describe how to greet customers • Explain how to interact courteously and professionally with customers • Describe how to make customers feel welcome • Explain the importance of being effective and efficient • Describe how to end an interaction on a positive note
March 23, 2022

Communicating Effectively with Customers

Whether you are interacting with internal or external customers, effective communication is vital. Effective communication makes it possible to understand your customers’ needs. By the end of this course, you will be able to • Understand the importance of choosing positive words to communicate • Define trigger phrases • List common communication pitfalls • Describe different forms of communication • List advantages and disadvantages of different forms of communication • Explain the processes for answering telephone calls, putting someone on hold, and transferring calls • Describe how to write email messages that produce results