Business Skills For The IT Professional
Essentials of Customer Service
Designing a Customer Service Strategy
Facing Confrontation in Customer Service
Providing Effective Internal Customer Service
Providing On-site Customer Service
Providing Telephone Customer Service
Rapport Building in Customer Service

Designing a Customer Service Strategy

Course Number:
acs_03_a06_bs_enus
Lesson Objectives

Designing a Customer Service Strategy

  • recall the importance of managing moments of truth
  • recognize how to map and research moments of truth to improve the customer experience
  • identify examples of guidelines for taking action on and evaluating moments of truth
  • recognize examples of effective customer service standards
  • identify examples of steps in the customer service standard development process
  • recall the process for staying tuned into customers' needs
  • recognize techniques for developing a customer service strategy that improves your customers' experience

Overview/Description
There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement customer service standards and strategies.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Designing a Customer Service Strategy

Course Number:
acs_03_a06_bs_enus
Lesson Objectives

Designing a Customer Service Strategy

  • recall the importance of managing moments of truth
  • recognize how to map and research moments of truth to improve the customer experience
  • identify examples of guidelines for taking action on and evaluating moments of truth
  • recognize examples of effective customer service standards
  • identify examples of steps in the customer service standard development process
  • recall the process for staying tuned into customers' needs
  • recognize techniques for developing a customer service strategy that improves your customers' experience

Overview/Description
There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement customer service standards and strategies.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Facing Confrontation in Customer Service

Course Number:
acs_03_a05_bs_enus
Lesson Objectives

Facing Confrontation in Customer Service

  • recognize examples of guidelines for taking responsibility for customer complaints
  • match boundary-related customer service mistakes to strategies for preventing them
  • match types of customer service rudeness to strategies for avoiding them
  • recognize guidelines for defusing a customer's frustration
  • identify strategies for investigating customer complaints
  • recall guidelines for coming to a problem-resolving agreement with a customer
  • recognize strategies for properly addressing and handling customer complaints

Overview/Description
One of the most challenging and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident. In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding or overcoming them. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Facing Confrontation in Customer Service

Course Number:
acs_03_a05_bs_enus
Lesson Objectives

Facing Confrontation in Customer Service

  • recognize examples of guidelines for taking responsibility for customer complaints
  • match boundary-related customer service mistakes to strategies for preventing them
  • match types of customer service rudeness to strategies for avoiding them
  • recognize guidelines for defusing a customer's frustration
  • identify strategies for investigating customer complaints
  • recall guidelines for coming to a problem-resolving agreement with a customer
  • recognize strategies for properly addressing and handling customer complaints

Overview/Description
One of the most challenging and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident. In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding or overcoming them. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Providing Effective Internal Customer Service

Course Number:
acs_03_a04_bs_enus
Lesson Objectives

Providing Effective Internal Customer Service

  • recognize internal customers and internal customer service providers in a given example
  • recognize the importance of identifying your internal customer service relationships
  • recall benefits of identifying and getting to know your internal customers
  • identify examples of techniques for identifying mutual expectations with internal customers
  • recognize examples of guidelines for taking action and gathering feedback from internal customers
  • recall guidelines for providing internal customer service
  • recognize actions that demonstrate an internal customer service attitude
  • use guidelines and strategies to identify and assist your internal customers

Overview/Description
When you do things to help other people within your company do their jobs better, you are providing internal customer service. The quality of that service often has a huge impact on the overall quality of service delivered to external customers. In this course, you'll learn about types of internal customers and how to identify internal customer service relationships. You'll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you'll learn guidelines for providing internal customer service.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Providing Effective Internal Customer Service

Course Number:
acs_03_a04_bs_enus
Lesson Objectives

Providing Effective Internal Customer Service

  • recognize internal customers and internal customer service providers in a given example
  • recognize the importance of identifying your internal customer service relationships
  • recall benefits of identifying and getting to know your internal customers
  • identify examples of techniques for identifying mutual expectations with internal customers
  • recognize examples of guidelines for taking action and gathering feedback from internal customers
  • recall guidelines for providing internal customer service
  • recognize actions that demonstrate an internal customer service attitude
  • use guidelines and strategies to identify and assist your internal customers

Overview/Description
When you do things to help other people within your company do their jobs better, you are providing internal customer service. The quality of that service often has a huge impact on the overall quality of service delivered to external customers. In this course, you'll learn about types of internal customers and how to identify internal customer service relationships. You'll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you'll learn guidelines for providing internal customer service.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Providing On-site Customer Service

Course Number:
acs_03_a02_bs_enus
Lesson Objectives

Providing On-site Customer Service

  • recall guidelines for preparing for an on-site customer service visit
  • identify actions to take when arriving at a customer's home and performing a customer service
  • specify rules for wrapping up an on-site customer service visit
  • recognize techniques for starting customer service visits on a positive note
  • identify examples of customer service pitfalls that can be avoided by setting clear expectations
  • recognize statements that reflect active listening
  • recall guidelines for increasing customer understanding
  • use techniques for ensuring effective and efficient on-site customer service

Overview/Description
When you meet customers on their turf, your initial meeting forms the basis of their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques. In this course, you'll learn about guidelines and techniques for each stage of an on-site customer service visit: preparation, arrival, service, wrap up, and follow up. You'll also learn how to make a good impression in the field by starting service visits on a positive note, setting clear expectations, listening actively, and working to improve your customer's understanding.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Providing On-site Customer Service

Course Number:
acs_03_a02_bs_enus
Lesson Objectives

Providing On-site Customer Service

  • recall guidelines for preparing for an on-site customer service visit
  • identify actions to take when arriving at a customer's home and performing a customer service
  • specify rules for wrapping up an on-site customer service visit
  • recognize techniques for starting customer service visits on a positive note
  • identify examples of customer service pitfalls that can be avoided by setting clear expectations
  • recognize statements that reflect active listening
  • recall guidelines for increasing customer understanding
  • use techniques for ensuring effective and efficient on-site customer service

Overview/Description
When you meet customers on their turf, your initial meeting forms the basis of their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques. In this course, you'll learn about guidelines and techniques for each stage of an on-site customer service visit: preparation, arrival, service, wrap up, and follow up. You'll also learn how to make a good impression in the field by starting service visits on a positive note, setting clear expectations, listening actively, and working to improve your customer's understanding.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Providing Telephone Customer Service

Course Number:
acs_03_a03_bs_enus
Lesson Objectives

Providing Telephone Customer Service

  • recall guidelines for answering calls and putting customers on hold
  • list techniques for transferring and closing customer service calls
  • recall techniques for maintaining a positive tone of voice on customer service calls
  • identify examples of active listening techniques
  • recognize examples of customer-focused language
  • identify approaches to helping resolve customer problems
  • recall techniques for mirroring a customer's language
  • use proper etiquette and techniques when providing customer service via telephone

Overview/Description
When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right relationship. There are many techniques that can help you consistently deliver the best customer service over the phone. In this course, you'll learn basic etiquette tips for answering, managing, and ending customer service calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Providing Telephone Customer Service

Course Number:
acs_03_a03_bs_enus
Lesson Objectives

Providing Telephone Customer Service

  • recall guidelines for answering calls and putting customers on hold
  • list techniques for transferring and closing customer service calls
  • recall techniques for maintaining a positive tone of voice on customer service calls
  • identify examples of active listening techniques
  • recognize examples of customer-focused language
  • identify approaches to helping resolve customer problems
  • recall techniques for mirroring a customer's language
  • use proper etiquette and techniques when providing customer service via telephone

Overview/Description
When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right relationship. There are many techniques that can help you consistently deliver the best customer service over the phone. In this course, you'll learn basic etiquette tips for answering, managing, and ending customer service calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Rapport Building in Customer Service

Course Number:
acs_03_a01_bs_enus
Lesson Objectives

Rapport Building in Customer Service

  • recall how to demonstrate to customers that they have your full attention
  • recognize strategies for connecting with customers
  • identify strategies for being positive and friendly in customer service
  • recognize guidelines for empathizing with customers by relating your own experiences
  • identify how to show you understand customers' feelings by reflecting their emotions
  • recognize guidelines for normalizing customers' difficulties
  • recognize guidelines for building rapport with customers

Overview/Description
Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to build rapport with customers by paying close attention to their needs, connecting with them, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

Rapport Building in Customer Service

Course Number:
acs_03_a01_bs_enus
Lesson Objectives

Rapport Building in Customer Service

  • recall how to demonstrate to customers that they have your full attention
  • recognize strategies for connecting with customers
  • identify strategies for being positive and friendly in customer service
  • recognize guidelines for empathizing with customers by relating your own experiences
  • identify how to show you understand customers' feelings by reflecting their emotions
  • recognize guidelines for normalizing customers' difficulties
  • recognize guidelines for building rapport with customers

Overview/Description
Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to build rapport with customers by paying close attention to their needs, connecting with them, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

Target Audience
Anyone who wants to develop or refresh their customer service skills.

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