	Online Customer Service Series (23 hours)

Summary:
This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.

Audience:
This series is for anyone who wants to learn about creating and maintaining good customer service.

ONLINE TRAINING INCLUDES

* Interactive online courses.
* Low prices (Only $39.95)
* A full year of complete and unlimited access to your course.
* Return to you courses as many times as you like.
* Assessment tests and certificates (if passed) after each course.

1. DEFINING SERVICE
Time: 5 hours

This course explains the concept of company-wide customer service and standards.

OBJECTIVES:
* Define "customers" and "service"
* Gather repeat business
* Get the entire company involved in good service
* Create standards of customer service
* Define a business's customer segments

TOPICS:
* Understanding "Customers" and "Service"
* Bringing the Customer Back
* Making the Mission a Priority
* Getting Everyone Involved
* Service from the Top Down
* Creating Service Standards
* Implementing Service Standards
* Customer Segments
* Segmenting Your Customers

2. COMMUNICATING
Time: 6 hours

This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

OBJECTIVES:
* Use the best words for getting the message across
* Identify and speak to the customer's style of communication
* Use questions to get more information about a problem
* Handle conflict and angry customers
* Write purposeful letters to customers
* Write effective "bad news" letters
* Write useful instructions and manuals

TOPICS:
* Getting Your Message Across
* Using the Right Words
* Matching the Customer's Style
* Using Questions
* Dealing with Angry Customers
* Resolving Conflict
* Writing Letters to Customers
* Breaking Bad News in a Letter
* Giving Written Instructions
* Writing Helpful Manuals

3. FIXING PROBLEMS
Time: 4 hours

This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

OBJECTIVES:
* Turn complaining customers into satisfied customers
* Create answers to Frequently Asked Question
* Answer internal questions
* Find customer wants
* Find the true sources of problems
* Solve problems

TOPICS:
* Using Complaints
* Frequently Asked Questions
* Answering Employee Questions
* Finding What Customers Want
* Using Surveys
* Finding (the Real) Problems
* Finding Solutions

4. BUILDING A DEPARTMENT
Time: 4 hours

This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.

OBJECTIVES:
* Create a customer service organization
* Build teams
* Hire the right personalities for customer service
* Motivate customer service people
* Educate and improve customer service people
* Set up a good organizational environment
* Equip customer service for international relations

TOPICS:
* Forming a Customer Service Organization
* Building Teams
* Hiring Service Pros
* Motivating Service People
* Helping the Good Get Better
* Creating a Productive Environment
* Getting Help to Customer Service
* Good Service for Your Employees
* International Customer Service

5. TOOLS OF THE TRADE
Time: 4 hours

This course explains the concept of company-wide customer service and standards.

OBJECTIVES:
* Choose a phone system for customer contact
* Use voice mail and phone etiquette for customer interactions
* Set up phone and fax lines
* Use electronic mail
* Help design a company information web site

TOPICS:
* Talking to Customers
* Using the Phone
* Phone and Fax Lines
* Electronic Mail
* Communicating with Electronic Mail
* The Internet
* Presenting a Web Site