Everand Logo

Welcome to Everand!

  • Discover millions of ebooks, audiobooks, and so much more with a free trial

    Only $11.99/month after trial. Cancel anytime.

    Customer Service Course: Necessary Skills For Effective Customer Service
    Customer Service Course: Necessary Skills For Effective Customer Service
    Customer Service Course: Necessary Skills For Effective Customer Service
    Ebook105 pages1 hour

    Customer Service Course: Necessary Skills For Effective Customer Service

    By Online Trainees

    5/5

    ()

    Read preview

    About this ebook

    The main focus of this course is to provide the necessary skills for effective customer service.

    The most important people in any successful organization are the staff. Without properly trained and motivated staff no company can provide an effective service to their customers.

    Well trained staff have confidence and enjoy their work. They are more effective in what they do, and are more capable to meet customer requirements.

    Training should be an ongoing process, and not just a once off event. It should become part of the company culture, and the accepted way of doing business.

    Subjects covered in this course include

    Effective Communication
    Telephone Skills
    Listening Skills
    Dealing with Clients

    The Main Purpose Of Staff Training

    Effective Communication
    Listening Skills
    Customer Loyalty

    LanguageEnglish
    PublisherOnline Trainees
    Release dateMay 4, 2012
    ISBN9781476072913
    Customer Service Course: Necessary Skills For Effective Customer Service
    Author

    Online Trainees

    Online Trainees produce manuals and courses on various subjects.

    Read more from Online Trainees

    Related to Customer Service Course

    Related ebooks

    Sales & Selling For You

    View More
    View More

    Related podcast episodes

    Related articles

    • Article

      In And Out

      Aug 23, 2018

      In And Out
      5 min read

    • Article

      High Performers: The Key To A Great Customer Experience

      Apr 25, 2021

      We all know how high performing teams help a business succeed. Yet for some reason, we often focus our efforts on those who are struggling. But what would happen to your customer experience if you focused on building up your high performers instead o

      2 min read

    • Article

      Operationalising Customer Retention & Growth

      May 26, 2022

      IN AN ENVIRONMENT where good Customer Service should be the minimum requirement, most organisations fail to consistently match even this standard. The good news is that for those companies nimble enough to plan and operationalise a competitive advant

      1 min read

    • Article

      Getting The Most From A Mentor

      Jan 16, 2020

      Getting The Most From A Mentor
      3 min read

    • Article

      Enabling Sales Success

      Jun 17, 2018

      DESIGNATION: Head: Small Business and Professional Banking (Sales) COMPANY: Nedbank Limited SALES FORCE SIZE: +- 800 CAREER SUMMARY: Various sales and leadership roles, mostly related to the small business, private banking and medium-sized corpora

      2 min read

    • Article

      7 Home Businesses You Can Launch in 2021

      Mar 25, 2021

      If you're considering starting your own business in 2021, you're in good company. Many people are looking to pivot and try something new in light of the recent economic climate. Self-employment can be a great way to design your working style and deve

      6 min read

    • Article

      Building Trust In Virtual Teams

      Sep 2, 2020

      Building Trust In Virtual Teams
      5 min read

    • Article

      On Course

      Jul 11, 2019

      On Course
      6 min read

    • Article

      A Fresh Approach

      Mar 22, 2019

      Shekhar A Bhattacharjee Founder and CEO, Great Place to Study, Delhi Redefine the true objective of the education system The real aim of education is to ensure students use their knowledge, talent, and skills to sustain themselves and work towards th

      3 min read

    • Article

      Coaching For Real Revenue Impact

      May 26, 2022

      “Research shows that coaching Sales Reps increases their performance and win rates.” Duh. It’s hardly a stretch to imagine how receiving guidance from a seasoned pro can up your game. Look no further than personal trainers, dieticians, life coaches,

      5 min read

    • Article

      Can You Teach Leadership?

      Dec 2, 2022

      Can You Teach Leadership?
      9 min read

    • Article

      Making The Team Work

      Aug 11, 2023

      Dealing with underperformance in the workplace depends on the level of education, training, experience and skills of the person involved. Workers at the lower end of the ladder might not even realise they are underperforming, which complicates commun

      2 min read

    • Article

      Finding The Right Mentor To Help Grow Your Business

      May 2, 2021

      ANY business owner worth their salt can acknowledge the fact that there is always something new to learn about their business or market. The value of learning from other, more experienced entrepreneurs, especially when starting a new company and guid

      3 min read

    • Article

      Finding The Right Mentor To Help Grow Your Business

      May 2, 2021

      ANY business owner worth their salt can acknowledge the fact that there is always something new to learn about their business or market. The value of learning from other, more experienced entrepreneurs, especially when starting a new company and guid

      3 min read

    • Article

      Controlling Workplace Emotions

      Oct 28, 2020

      In what has been a difficult year, employers are seeing worker emotions bubble over – manifesting in aggressive behaviour and allegations of bullying, unnecessary anger and outbursts. If you look at most company policies under serious misconduct, agg

      3 min read

    • Article

      How To Build Trust In Remote Teams

      Jun 22, 2020

      Whenever there is change and uncertainty, employees will naturally withhold expending too much energy into a team, until it feels safe to do so. Continuing to boost your team’s trust levels is critical, while everyone is learning the ropes. This is t

      5 min read

    • Article

      Marketing To Create Internal Advocates

      Nov 25, 2019

      SUSTAINABILITY HAS become the number one issue business leaders are being forced to confront. There are two views governing most business decisions in this area. One is that we should do it because we are being forced to and we will look bad if we do

      2 min read

    Related categories

    Reviews for Customer Service Course

    5/5

    2 ratings0 reviews

    What did you think?

    Tap to rate

    Review must be at least 10 words

      Book preview

      Customer Service Course - Online Trainees

      Customer Service Course - Necessary Skills For Effective Customer Service

      By

      Online Trainees

      SMASHWORDS EDITION

      *******

      Published by

      Online Trainees at Smashwords

      Customer Service Course - Necessary Skills For Effective Customer Service

      Copyright 2012 Online Trainees

      Smashwords Edition, License Notes

      This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each recipient. If you’re reading this book and did not purchase it, or it was not purchased for your use only, then please return to Smashwords.com and purchase your own copy. Thank you for respecting the hard work of this author.

      Content

      Customer Service Course

      The Main Purpose Of Staff Training

      What Type Of Training Should Be Provided?

      Important Points To Consider

      Effective Communication

      Encouragement Or Repetition

      Elements Of Effective Communication

      Words

      Paralanguage

      Nonverbal Behaviour

      Power Of Behaviour

      Submissive/Passive Behaviour

      Aggressive Behaviour

      Assertive Behaviour

      Passive Aggressive

      Improving Interpersonal Communication Effectiveness

      Using Assertiveness

      Non-verbal Communication

      The Body Language – Mood Link

      Gesture Clusters

      Response Skills

      Use Factual Description Instead Of Judgement

      Self Disclosure

      Free Information

      Fogging

      Negative Assertion

      Mirroring

      We Can

      Helping Others Develop Assertiveness

      Communication Style

      Pace, Pause And Rhythm

      Pitch And Intonation

      Emphasis, Stress, Repetition, And Exclamation

      Evaluate A Conversation

      Guidelines For Effective Interactions

      Communicate In An Ethical Way

      Communicate In A Polite Way

      Managing Conflict

      Key To Communication Styles

      Telephonic Customer Service

      Call Centres

      Skills Required

      Listening Skills

      Dealing With Difficult Customers

      Complaints

      Resolving Conflict

      Do You Have To Be In Control

      Steps To Follow In Resolving Your Own Conflict

      Resolving Conflict Between Others

      Common Behaviour Patterns In Conflict Situations

      Listen – Empathise – Clarify – Seek Permission – Resolve

      Resolving Issues

      Technology

      How To Get Referrals

      First Impressions

      Staff Empowerment

      The Competition

      The Competition Is The Company Where The Staff

      Dealing With Awkward Customers

      Service Values

      Using Scripts

      Answering Systems

      To Be Effective You Need To Understand People’s Primary Styles

      Verbal Cues To Watch Out For

      Service Delivery

      Customer Loyalty Programs

      Customer Service Course

      The main focus of this course is to provide the necessary skills for effective customer service.

      The most important people in any successful organization are the staff. Without properly trained and motivated staff no company can provide an effective service to their customers.

      Well trained staff have confidence and enjoy their work. They are more effective in what they do, and are more capable to meet customer requirements.

      Training should be an ongoing process, and not just a once off event. It should become part of the company culture, and the accepted way of doing business.

      Subjects covered in this course include

      Effective Communication

      Telephone Skills

      Listening Skills

      Dealing with Clients

      The Main Purpose Of Staff Training

      Effective Communication.

      Listening Skills.

      Customer Loyalty.

      What Type Of Training Should Be Provided?

      Each company has unique requirements that vary greatly.

      What do you want to achieve with the training?

      What type of business do you have?

      You need to have a clear idea of exactly what you are looking for.

      Companies need to establish how their customers gather and exchange information. They no longer can afford the dictum of we have always done it like this.

      There is a vast variety of ways to communicate with customers ranging from traditional methods to modern online methods.

      A Company’s commitment to Customer Service dictates that it caters for its customers’ needs. The definition of customer service: the ability of an organisation to consistently and constantly exceed the customer’s expectations.

      Enjoying the preview?
      Page 1 of 1