by Integrity Training | Publisher: Stone River eLearning | Release Date: April 2019 | ISBN: 300000006A0200

The Customer Service Skills course is a training course for customer support and services staff to help them develop an effective and efficient mechanism of solving customer’s issues. The course is focused on the skills needed to provide customer support, the right attitude, case handling techniques and stress management.

1. Lesson 00 - Course Introduction
   • Course Introduction 00:00:15
   • Instructor Introduction 00:00:53
2. Lesson 01 - Understanding Customer Service
   • Understanding Customer Service 00:00:16
   • Topic A - Understanding Customer Service 00:00:04
   • What is Customer Service? 00:00:39
   • What is Customer Care? 00:01:37
   • Who is the Customer? 00:01:02
   • Wow! Service 00:02:01
   • Build Relationships 00:04:55
   • Barriers to Excellent Customer Service 00:04:11
   • Overcoming these Barriers 00:02:23
   • Topic B - Identifying Customer Expectations 00:00:05
   • Customers Want Someone Who… 00:01:30
   • Customers Don’t Want Someone Who… 00:01:35
   • Customer Support Stats 00:01:02
   • Five Service Quality Factors 00:02:19
   • Topic C - Providing Excellent Customer Service 00:00:05
   • Characteristics of an Exceptional Service Provider 00:02:01
   • Excellent Customer Service Mindset 00:00:55
   • Developing an Excellent Customer Service Strategy 00:01:38
   • Define the Current Situation 00:00:36
   • Define all Targets and Values 00:00:22
   • Implement Excellent Customer Service Strategy 00:00:26
   • Stay in Tune with Customers’ Changing Needs 00:00:22
   • Lesson 01 Review 00:00:21
3. Lesson 02 - Focusing on the Customer
   • Focusing on the Customer 00:00:17
   • Guidelines for Making Positive Impressions 00:01:18
   • Identify and Meet Customer Needs 00:00:23
   • Questioning Techniques 00:00:20
   • Effective Listening Technique 00:01:08
   • Making a Positive Impression 00:01:13
   • Who Needs Follow-up? 00:01:36
   • Follow-up Methods 00:01:07
   • Lesson 02 Review 00:00:29
4. Lesson 03 - Customer Service and the Telephone
   • Customer Service and the Telephone 00:00:20
   • Telephone Etiquette 00:02:32
   • Answer the Telephone 00:00:14
   • Greeting 00:00:27
   • Using Your Voice 00:00:54
   • Showing You Are Listening 00:01:11
   • Procedure for Transferring Calls 00:00:51
   • Taking Meaningful Messages 00:01:23
   • Lesson 03 Review 00:00:34
5. Lesson 04 - Handling Complaints
   • Handling Complaints 00:00:16
   • Complaints 00:00:27
   • Why Customers Don’t Complain 00:00:43
   • View Complaints as Opportunities 00:01:41
   • Five Forbidden Phrases 00:02:15
   • Service Recovery 00:02:42
   • Guidelines for Dealing with Difficult Customers 00:02:33
   • Cope with Upset and Difficult Customers 00:01:20
   • Lesson 04 Review 00:00:29
6. Lesson 05 - Enduring Stress
   • Enduring Stress 00:00:16
   • Stress 00:00:33
   • Sources of Stress 00:01:08
   • Managing Your Reaction to Stress 00:02:24
   • Identifying Your Beliefs 00:02:33
   • Challenging Irrational Thoughts 00:01:46
   • Using Questions to Challenge Thinking 00:01:16
   • Take Preventive Measures 00:02:42
   • Lesson 05 Review 00:00:26
   • Course Closure 00:00:57