Professional Business Skills On-Demand

Customer Service Training On-Demand (SRV101)

5 hours

Build practical customer service skills to communicate effectively, resolve complaints, set service standards, and strengthen lasting customer loyalty.

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Price per student

$49.00

On-demand access, 24/7
Readings, videos, and exercises
Quizzes to check your knowledge
Lifetime access

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Course Overview

Build the practical skills needed to provide consistent, professional customer service. This course helps individuals and teams communicate effectively with internal and external customers, respond constructively to different customer behaviors, manage complaints, and resolve problems.

Participants will also learn how to establish and maintain service standards, create memorable customer experiences, encourage customer loyalty, and understand how employee satisfaction can affect customer relationships.

Course Benefits

Understand customer service.
Identify internal and external customers.
Learn how to interact positively with customers.
Develop a positive attitude.
Learn to communicate effectively.
Learn to create and implement service standards.
Learn to evaluate and monitor service standards.
Learn to create memorable customer service.

About the Course Author

Janie Sullivan

Janie Sullivan, MBA, MAEd, has been teaching adult learners for over 20 years. She has taught online over 15 years, specializing in writing, communications, and small business applications. Janie directs the Center for Writing Excellence where she offers writing, editing, and formatting services for writers. She has been published in several newspapers and magazines as well as multiple online sites. She teaches communication, business strategy, leadership, and management courses. Janie has published a book "Develop and Deliver an Online Class." This is the third book she has written about writing and teaching online. She also has published a novel and an anthology of short stories.

Course Outline

Customer Service Basics
1. Defining Customer Service
2. Internal and External Customers
  1. Internal Customers
  2. External Customers
3. Interacting with Customers
  1. Amiable Customers
  2. Aggressive Customers
  3. Angry Customers
  4. Handling Stress
4. Understanding What the Customer Wants
Developing Responsible Customer Service Skills
1. Developing a Positive Attitude
  1. Good People Skills
2. Going a Step Beyond What Is Expected
  1. Active Listening
3. Dealing with Complaints and Problems
  1. Problem Resolution
Developing Verbal and Nonverbal Communication
1. The Basics of Communication
  1. Tone
  2. Pitch
  3. Volume
2. Customer Communication
  1. Building Rapport
  2. Establishing Credibility
Customer Service Best Practices
1. Creating Customer Service Standards from Best Practices
2. Implementing Service Standards
  1. Service Standards and Job Descriptions
  2. Service Standards and Employee Orientations
  3. Service Standards and Ongoing Training
  4. Service Standards and Performance Reviews
3. Monitoring Service Standards
  1. Management Role
  2. Service Team Role
4. Maintaining Service Standards
Attracting Loyal Customers
1. Create Memorable Service
  1. Service Above and Beyond
  2. Great Customer Service Examples
2. Develop Loyal Customers
  1. Reward Loyal Customers
  2. Survey Customers
  3. Involve Loyal Customers
  4. Keep in Touch with Loyal Customers
  5. Thank Loyal Customers
3. How Loyal Employees Impact Customers
  1. Measuring Employee Loyalty
  2. Employee Job Satisfaction

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