- Description
- Objectives
- Outline
- Materials
- System Requirements
In our Customer Service Survival Skills course, students will learn how to get to the heart of customer service; a challenging but not impossible achievement. Customers expect quality service and in return will provide loyalty. Businesses today understand that customer service loyalty contributes to the success and growth of a business. This is why it is important understand the importance in learning, developing and improving the skills needed to communicate effectively in a professional manner with customers.
After completing this course, you should be able to:
- Recognize the tools for defusing crisis in customer service
- Identify techniques and actions that will lead to effective management
- Recall how to respond when a customer is in a crisis
- List the different tools to use to successfully deal with customer frustration
Customer Service Survival Skills Module 1
Understanding the Worst Case Scenarios
In this section, you will learn why you should be open to exploring worst case customer service scenarios. In addition to benefiting from understanding the worst case, you will learn tools for defusing crises in customer service.
- Understanding the Moment
- Leaning into Criticism
- Achieving Deep Acknowledgment
- Cultural Intelligence vs Other Intercultural Approaches
- Safe Way to Deliver Bad News
Customer Service Survival Skills Module 2
Problem Solving and Putting into Action
During a customer service crisis, it important to choose communication styles that are the most effective for the situation. This section will help to identify techniques and actions that will lead to the effective management of any customer service crisis.
- Powerful Problem Solving
- Reframing Your Message
- Grounding an Angry Outburst
- Immune to Intimidation
- Wrap-Up
Customer Service Survival Skills Module 3
Your Worst Customer Situations
In customer service with a customer crisis, it can sometimes feel like no matter what you say, it is your fault. This module will focus on identifying how to respond when a customer is in crisis and unresponsive to your attempts at meeting his or her service needs.
- You’re the Boss
- Don’t You Know Who I am?
- The Concert that Never Was
- I’ll Be Suing You
- Quelling a Social Media Firestorm
Customer Service Survival Skills Module 4
Framing Your Response for a Resolution
In order to provide excellent customer service, it is important to be comfortable with the customer's as well as your own frustration. This module will provide you with some tools to successfully deal with customer frustrations and how to navigate the depth of those frustrations to provide outstanding customer service.
- Just Plain Terrible
- Anger Management
- Not So Smart
- When Talking is Not Enough
- Customer Crisis to Excellence
Ed4Career is committed to being both environmentally conscious and making it easier for you to study! We’re making your education mobile! All of our textbooks are now provided as eTextbooks. You can access them on your laptop, tablet, or mobile device and can study anytime, anywhere.
The move away from physical books to eTextbooks means you get the latest, most up-to-date version available. This also makes your training more accessible, so you can study anywhere you have your phone or tablet. The best part is that all materials are included in your training cost so there are NO extra fees for books!
Internet Connection
- Broadband or High-Speed - DSL, Cable, and Wireless Connections
*Dial-Up internet connections will result in a diminished online experience. Classroom pages may load slowly and viewing large audio and video files may not be possible.
Hardware Requirements
- Processor - 2GHz Processor or Higher
- Memory - 1 GB RAM Minimum Recommended
PC Software Requirements
- Operating Systems - Windows 7 or higher
- Microsoft Office 2013 or higher. Also, you could use a general Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers - Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- The Kindle Reader App or VitalSource Bookshelf App are needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- QuickTime, Windows Media Player &/or Real Player
MAC Software Requirements
- Operating Systems - Mac OS x 10 or higher with Windows
- Mac office programs or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers- Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- The Kindle Reader App or VitalSource Bookshelf App are needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- Apple QuickTime Media Player
