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1. Introduction to Customer Service:

  • Definition and importance of customer service
  • Evolution of customer service
  • Role and responsibilities of a customer service agent

2. Communication Skills:

  • Verbal and non-verbal communication
  • Active listening techniques
  • Developing empathy
  • Handling difficult conversations

3. Understanding Customer Needs:

  • Identifying customer expectations
  • Customer segmentation
  • Anticipating and addressing customer needs
  • Creating positive customer experiences

4. Product/Service Knowledge:

  • In-depth understanding of the products or services offered
  • Handling product-related queries
  • Resolving issues related to products or services

5. Problem Solving and Decision Making:

  • Analytical thinking skills
  • Problem-solving techniques
  • Decision-making processes in customer service

6. Technology and Tools:

  • Familiarity with customer service software
  • Use of CRM (Customer Relationship Management) systems
  • Social media and customer service

7. Handling Difficult Customers:

  • Dealing with angry or upset customers
  • Conflict resolution strategies
  • Turning negative experiences into positive ones

8. Professionalism and Etiquette:

  • Professional communication
  • Business etiquette in customer service
  • Maintaining a positive and professional image

9. Continuous Improvement:

  • Feedback mechanisms
  • Learning from customer interactions
  • Implementing improvements in service delivery

10. Regulatory Compliance and Ethics:

  • Legal and ethical considerations in customer service
  • Privacy and data protection
  • Compliance with industry standards

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