Excellence in Customer Service (Advanced)

As a customer service representative, you're expected to handle every customer that comes your way. To be effective, you need not only knowledge of the products or services your company sells, but also people skills that will help you interact with customers in a positive and professional manner. Your level of product or service knowledge may enable you to understand and resolve problems, but without understanding how to properly interact with customers, you can't truly serve the customer. In this course, you will apply important principles and skills you can use as a customer service professional. In addition to providing basic customer service, you'll also learn important principles and skills you can use to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities. This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills. It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility. In this course, you will: apply fundamental customer service knowledge and skills; manage your everyday workflow; take care of customers by assessing their needs, resolving their issues, and encouraging further sales; deal with challenging customer interactions; and apply customer service leadership skills

• Enhance customer service skills
• Resolve customer problems effectively
• Communicate professionally with customers
• Encourage additional sales
• Take on leadership roles in customer service

• Basic computer and internet skills
• Ability to read instructions in English
• Preparedness for practical exercises