An organization’s ability to provide good customer service is essential to business longevity. Divided into three highly interactive modules, this course provides the foundation for developing good customer service habits in your organization with a focus on emotional intelligence – the ability to identify and manage your emotions and the emotions of others. Delivered 100% online, participants are able to quickly relate the content to their job responsibilities through interactive scenarios and skills practice that can improve customer interactions. Moreover, this course can further develop the additional soft skills that an engineer, manufacturer, government employee and/or healthcare provider needs to foster their career success.
Upon completion participants will understand how to provide good customer service by meeting a customer’s personal and practical needs with emotional intelligence. With guiding principles participants will be able to:
- Define their role and the importance of good customer service
- Respond appropriately to customer’s verbal and non-verbal interactions/cues
- Recognize and manage different levels of customer behaviors
- Identify behaviors that escalate and deescalate an interaction
- Explain and understand the importance of customer retention and service recovery
- Recognize the business impact of negative and positive customer interactions
Upon successful completion each participant will receive a certification of achievement. In addition, this course includes downloadable learning tools for quick and continuous reference.
Who Should Attend:
Anyone who is interested in building or improving their customer service skills should enroll. This course can support a broad spectrum of industries which include but are not limited to:
- And Other Professional Services
This course is available online, 24/7. Upon approval of your purchase and successful check-out, you will be securely linked to this online course. The registration fee entitles a single user 90 days to complete the course from the date of registration. The instructional hours represent the estimated time to complete the online course, including exercises. However, actual times may vary from user to user.