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AboutHigh-impact lessons for front-line teams. Designed by leading experts, like Dr Peter Honey, our musthave resources inspire customer service teams every day.
"Delivered beyond my expectations."
- Advising the customer
- After sales
- Communicating effectively
- Customer types
- Customers on the phone
- First impressions
- Online customers
- Service for sales
- The power of behaviour
- When things go wrong
This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.Advising The CustomerIn this course you can explore how knowing your customer and understanding their needs will help your team serve customers better. The areas covered are product knowledge, features and benefits and matching these to customers with an understanding of what is important to them. You'll also learn that... read more Interactive course with lessons, pre-test, and post-testAfter SalesBy taking this short course you will gain a greater understanding of how sales and service are linked, both for your company and for your customers. The 'sale' doesn't stop when the customer has bought a product or service, and after sales care can affect future buying decisions, as well as the repu... read more Interactive course with lessons, pre-test, and post-testCommunicating EffectivelyThis course explores the art of effective communication using good questioning techniques together with an appropriate tone and style. It covers the 6 key types of questions: open, closed, recall, rhetorical, assumptive and leading, as well as useful scenarios where they may be most effective. Interactive course with lessons, pre-test, and post-testCustomer TypesThis course explores four common types of customer behaviour and some effective ways of dealing with them to get a constructive outcome. They include a variety of environments including retail, office and hotel settings. At the end of the session trainees should be able to identify the challenges th... read more Interactive course with lessons, pre-test, and post-testCustomers On The PhoneThis course looks at the structure of phone calls and how to understand them as well as use them effectively. They build on questioning techniques and cover 3 main areas. Interactive course with lessons, pre-test, and post-testFirst ImpressionsThis course explores the power of first impressions, and how to avoid poor customer service attitudes and approaches. The art of choosing your attitude, as well as leaving your emotional baggage behind and starting each day afresh are explored. The session also demonstrates the 5 monsters of custome... read more Interactive course with lessons, pre-test, and post-testOnline CustomersThis course explores the world of multi channel customer service including social media, highlighting the need for clear consistent professional communications across all channels, but also taking a look at some of the specific challenges of social media. The key areas that are highlighted are the d... read more Interactive course with lessons, pre-test, and post-testService For SalesBy working through this course you'll gain a greater understanding of how sales and service are linked, both for your organisation and for your customers. The videos explore the ways to engage with customers more effectively and look at up selling and cross selling within a service scenario. The add... read more Interactive course with lessons, pre-test, and post-testThe Power Of BehaviourThis module looks at the power of different behaviours on oneself and others around us. It looks at choosing different behaviours and gives strong examples to clearly show how a constructive positive approach is beneficial for customers and service people alike. Interactive course with lessons, pre-test, and post-testWhen Things Go WrongVery few organisations get everything right on every occasion. When things go wrong sometimes, it's no-one's fault. Accidents do happen and they occur without warning. However, the problem is that customers, the most important people to any organisation, can be affected, and sometimes very badly. Kn... read more Interactive course with lessons, pre-test, and post-test
Related CoursesCustomer Service Essentials Video Series35 Videos in this series! "My partner's going to hit you with a rhetorical question now. Do it." GOOD SERVICE DEMONSTRATES EFFECTIVE QUESTIONING TECHNIQUES Improve your customer satisfaction levels and increase customer loyalty with Video Arts Customer Service Essentials. This collection deliver... read more