Customer Service Training Resource Library

This library focuses on improving fundamental communication skills for customer service representatives.

Customer Service Library I – 64 courses

Includes self-directed courses in the following areas:

  • Learning how to establish trust with customers • Understanding and managing customer expectations • Improving and enhancing communication skills • Learning active listening skills • The effective use of questioning techniques to enhance communication and gather information.

Managing the Customer’s Experience

This library focuses on the skills required to effectively manage the customer’s experience to ensure satisfaction.

Customer Service Library II – 89 courses

Includes self-directed courses in the following areas:

  • Understanding how to handle angry and hostile customers • Understanding how to establish trust with customers • Understanding and managing customer expectations • Improving communication skills • Learn ing active listening skills • Managing and enhancing the customer’s experience • Learning effective problem solving • Learning how to deliver exceptional service • The effective use of questioning techniques to enhance communication and gather information.

Solving the Customer’s Problem

This library focuses on the skills required to effectively solve customer problems and manage hostile and angry customers.

Customer Service Library III – 97 courses

Includes self-directed courses in the following areas:

  • Understanding how to handle angry and hostile customers • Improving communication skills to effectively solve customer problems • Using active listening skills to effectively handle and resolve customer problems • The effective use of questioning techniques to enhance communication and gather information • Learning how to apply specific problem solving strategies to resolve customer problems.

Improving Customer’s Relations

This library focuses on building trust, managing expectations and developing a positive customer relationship.

Customer Service Library IV – 91 courses

Includes self-directed courses in the following areas:

  • Understanding how to handle angry and hostile customers • Understanding how to establish trust with customers • Understanding and managing customer expectations • Improving communication skills • Using active listening skills to effectively handle and resolve customer problems • Understanding how to effectively manage the customer’s experience • Learning how to apply specific problem solving strategies to resolve customer problems.

Managing Customer Service Responsibilities

This library focuses on the skills required to understand and personally manage the responsibilities associated with being a customer service representative.

Customer Service Library V – 35 courses

Includes self-directed courses in the following areas:

  • Managing and avoiding stress and burnout • Time management • Responsibilities of the customer service representative.

Understanding the Customer

This library focuses on the skills required to effectively understand customers’ perceptions, expectations and needs to be fully of service to them.

Customer Service Library VI – 50 courses

Includes self-directed courses in the following areas:

  • Understanding how to establish trust with customers • Understanding and managing customer expectations • The effective use of questioning techniques to enhance communication and gather information.

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