Customer Service via Phone and Email

Course details

In this course, you will learn important principles and skills that you can utilize as a remote customer service representative. Generally, the customer initiates the process of contacting the service provider when they encounter a problem, such as a defect, poor service, or liability. There are degrees to customer emotion and the emotion varies based on the intensity of the problem on the measurable scale. One must stay calm while communicating a problem or there could be an altercation between the customer and the customer care representative. More than just discussing the problems, it is important to give unique solutions to each problem. Customer service is done best when the problems are resolved and the customer feels satisfied.

Objectives:

In this course, you will practice skills and apply principles for providing customer service remotely, via telephone and the web.

Course Overview

Managing the Customer's Initial Contact

Lesson Overview:

In this lesson, you will manag the Customer's Initial Contact.

• Accept a Customer Contact.
• Address a Customer's Emotional State.
• Address Your Own Emotional State.

Addressing Customer Issues

Lesson Overview:

In this lesson, you will address the customer issues.

• Assess Customer Issues.
• Develop Solutions.
• Negotiate to Reach a Solution.

Closing Communications

Lesson Overview:

In this lesson, you will close communications with the customer once all issues have been resolved.

• Upsell Additional Products.
• Conclude Customer Contact .
• Follow Up.
• Release Stress .