Description
There is no business without customers. Customers are the people who will increase your revenue, increase your profits and spread your reputation, so it is vital your customer service skills are developed and effective in order to not hinder all three of these things.
Whether you work for a company that is trying to bring in more customers, dealing with clients over the phone, or determining whether customers will come back, you’re in sales. That is why in this online training you will explore why selling is a crucial skill for everyone and why having the right attitude for sales could be the difference between success and failure, between poor and excellent customer service.
It’s no secret that service-industry jobs can be full of uncomfortable encounters. People who work in hospitality, tourism, and retail jobs are likely to experience stress as a result of disagreements with customers. Learning how to defuse an argument is a valuable skill, especially when it means that you can protect your short-term and long-term health. It’s safe to say that not a single day passes in the life of a customer service worker without the need for some sort of negotiation. It’s a vital skill, and mastering it can make all the difference between a content customer and a dissatisfied one.
Team leaders and supervisors must recognise that in order to make exceptional service delivery a part of their team and organisation structure, there needs to be a cultural shift in the organisation. In this online course, you will also look at why motivating your customer service team is pivotal to your business growth and survival and then go through some actionable steps that team leaders or supervisors can take to motivate their customer service team.
This is a comprehensive collection of online courses covering all the essentials you need to enhance your Customer Service Skills!
What topics are included in this Customer Service Skills online training?
• Building your Confidence in Sales
• Mastering the Sales Mindset
• Body Language in Customer Service
• Dealing with Self-Doubt in Customer Service
• Defusing an Argument
• Essentials of Face-to-Face Customer Service
• Handling Customer Objections
• How to Deal with Difficult Customer
• How to Motivate Your Customer Service Team
• Negotiation
Each course of this Customer Service Skills bundle includes a 10-minute evidence-based, engaging audio track recorded with a professional voice actor and comes underpinned by a transcript, a further reading list, an infographic, and multiple-choice questions.
View other course bundles here.
Learning objectives
• Establish how to build confidence in a sales environment.
• Explore the importance of sales to career and life, and examine the meaning of a ‘sales mindset’.
• Identify the relevance of body language in customer service and examine how you can use better body language to improve your ability to deal with customers face-to-face
• Explore the importance of minimising and managing self-doubt and negativity.
• Identify why arguments occur, establish how to stay calm in stressful situations, and develop your knowledge of de-escalation techniques
• Identify what face-to-face customer service is and its benefits. Discover the essentials of providing good face-to-face customer service.
• Explore what a customer objection is, why they are important to businesses and how to handle them.
• Establish how to deal with difficult customers with a range of methods to cope with and diffuse tense service situations
• Establish how to motivate your customer service team and why it is important.
• Discover what effective negotiation entails and establish how to unveil a customer’s needs and concerns
Entry requirements
There are no entry requirements
Course assessment and certification
On completion of the course a downloadable certificate is immediately available