UGotClass: Keys to Customer Service

Learn@Home: Online, on your own time
Learning to build your customer service skills will have a powerful impact on your career success as well as success in other areas of your life. Through this course you will discover the direct relationship between service skills and career achievement. You will become skilled at being an exceptional service provider. You can help your organization and your career by translating your good service intentions into a workable plan and gain knowledge of ways to consistently deliver great service. The payoff is enormous.

Agenda

Unit 1
• Understand Service Matters
• Longevity and Loyalty
• Cost of a Lost Customer
• Engage Your Customer

Unit 2
• Listen to Your Customer
• Active Listening
• Avoid Improper Listening
• The Power of Feedback

Unit 3
• Web Sites and Electronic Communication
• Web-Based Customer Service
• Disadvantages of Web-Based Customer Service
• Evaluate Your Web-Based Customer Service

Unit 4
• Customer Turnoffs
• Exceed customer expectations
• Recognize and categorize customer turnoffs
• Deal with customer expectations and turnoffs

No discounts or promotions can be applied to this class.