Customer Service - Foundational Skills

Description

In this course, you will learn:

• Use personal abilities to present a positive image of the organization throughout regular client encounters.
• Use good communication skills to effectively assess clients' wants and wishes.
• Engage clients through several channels, aligning service with institution-specific standards.
• Predict service-related issues by understanding facial expressions and body language to improve proactive response.
• Use the "Five Steps" technique to resolve client difficulties and demonstrate strong problem-solving skills.
• Develop service enhancement suggestions based on consumer feedback to encourage self-improvement.
• Create a personal growth plan based on feedback from coworkers, managers, and customers.

Syllabus:

• Introduction to Customer Service
• Communication Skills and Channels
• Personal Skills
• Customer Needs and Problem Solving
• Feedback and Enterprise Performance Improvement
• Self-Development Plan