Course Overview:
This course is designed to provide learners with an understanding of customer service principles, techniques, and strategies needed to provide exceptional customer service. Learners will develop the skills necessary to interact appropriately with customers; understand product offerings and benefits; resolve customer complaints, manage feedback, and identify potential problems.
Objectives: By the last part of this course, participants will be able to:
- Understand the importance of customer service in creating a positive experience for customers
- Recognize diverse types of customer inquiries/complaints and how they should be handled
- Identify opportunities to improve customers’ experiences by providing personalized solutions
- Effectively utilize critical thinking skills when resolving challenging customer issues
- Demonstrate knowledge on various communication tools (e.g. telephone, email) used in handling different inquiries/complaints from customers
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