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Customer Service

Customer Service Online Training Course

Course Topics: 5

Estimated Time Needed: 7 hour(s)

Audience: This series is for anyone who provides service to customers or who works with others who provide service.

Course Description: Inadequate customer service is the number one reason consumers stop patronizing one company and take their business to another. This series illustrates the importance of providing quality service, and it provides specific guidelines for delivering service in-person, by phone, by e-mail, and through instant message. It also illustrates the popular CLEAR method of handling customer complaints.

Course Tutorials Include:

Time: 1 hour(s)

Customer Service Fundamentals: Framework for Success

Time: 3 hour(s)

Customer Service Fundamentals: Communication Skills

Time: 1 hour(s)

Customer Service Fundamentals: Communication Methods

Time: 1 hour(s)

Customer Service Fundamentals: Delighting Your Customers

Time: 1 hour(s)

Customer Service Fundamentals: Handling Complaints

Features

Flash and audio provide animated, interactive Lesson Introductions, Activities, and Simulations.
Flash scenarios use real world situations to illustrate course concepts.
Streaming video scenarios illustrate real world issues and solutions discussed in the course.
Audio accompanies each lesson page throughout the course.
MindNotes provide printable quick-reference sheets and other files to be used as learners apply their skills on the job.
Decision Point activities allow learners to work toward an outcome in an interactive environment.
Activities allow learners to apply course concepts in an interactive questioning environment.
Exercises allow learners to practice in the actual application being studied.
A Course Topics list contains active hyperlinks, permitting quick access to specific topics.
Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course.
Search text enables learners to rapidly search all text within a course to easily retrieve information required.
Courses challenge the learner with a variety of question formats, including multi-step simulations, true/false, multiple choice, and fill-in-the-blank.
A skill assessment generates a customized learning path based on the results of a pre-test.
A glossary provides a reference for definitions of unfamiliar terms.
Bookmarking tracks the learner's progress in a course.