Foundations of Customer Service

About this course

Deliver service that keeps customers coming back. You will understand what customers value, raise satisfaction, give excellent service face to face and remotely, and handle difficult customers with confidence.

What you'll learn

• Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel.
• Understand the major trends in customer service today and the combination of criteria required for customer satisfaction.
• Learn the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions.
• Define the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers.
• Apply remote customer service best practices and identify remote customer service communication channels
• Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues.

Curriculum

Who it's for

Front-line staff, customer service teams and supervisors.

Before you start

No formal prerequisites. Bring curiosity and a willingness to practise.

Part of these Alalamia diplomas

• Alalamia Diploma in Customer Service and Experience Excellence