Customer Service

Advancing Service Expertise

Description: It’s obviously a treat to have a sumptuous meal at a five-star restaurant, or be doted on at a five star resort. But five star service extends beyond our personal entertainment. A certain degree of pampering is key to achieving customer loyalty, and this course shows us how to make ‘five star attitude’ an integral part of our service commitment. These lessons are designed to foster awareness and new skills that deepen our customer service expertise. Gain techniques for personalizing customer interaction. Enhance your approach to customer assistance by giving it form in a structured plan. Understand the critical differences in specialized service when you are dealing with customers over the phone. And since technology now has an increasingly important place in daily business, you’ll integrate tips for service-friendly e-mail into your customer assistance practices. With interactive examples, simulated dialogues, and game-like exercises, this skill-building course takes your customer service proficiency up a notch toward excellence. Duration: 3.5 hours

Corporate Culture: Building the Service Foundation

Description: As the saying goes, ‘You can’t create the cathedral before you build the foundation.’ That’s why the first course in this Customer Service series focuses on building the foundation of good service. The buzz term is ‘Corporate Culture.’ It’s not some rare disease, but your workplace ‘culture’ can be positively or negatively infectious as it relates to customer service. In this course, you’ll get the basics about corporate culture, and how it impacts service. You’ll be able to identify on-the-job issues that are barriers to service excellence. Simple, but effective, exercises will enable you to differentiate between a healthy corporate culture, and an unhealthy one. At the completion of this course, you’ll be able to develop a step-by-step action plan that sets the tone for an organization that prides itself on quality service. Finally, you’ll gain the know-how to be a dynamic force within your own division, team, or group culture. By learning to strengthen the internal environment, you’ll increase commitment to service, boosting performance, productivity, and ultimately, success. Duration: 3.0 hours

Customers, Confrontation and Conflict

Description: Is there anything that can torpedo your work day more than an arrogant, obnoxious, rude customer? YES! Not knowing how to handle one! It’s challenging to stay service-minded when the person you are dealing with is being ‘difficult.’ This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations. You’ll be able to identify elements of emotional response that interfere with good customer service. Staying cool, calm, and customer-connected is a critical learning objective for this course. Develop communication skills that defuse customer complaints. Learn and differentiate the best methods to handle difficult customers in person and over the phone. By the end of this highly interactive course, you’ll have the strategies necessary to restore customer confidence and move beyond the thorny issue to an even stronger relationship. Duration: 5.0 hours

Effective Relationships with Customers

Description: It’s time to disregard that old deferential model of short-term customer relations you’re using. Why not replace it with a selection of long-term relational skills that work for you in the marketplace? Take control by picking the best customers and developing equal, trusting partnerships with them. When you limit your investment in your customer relationships, you also limit your growth potential. Developing strong, respectful relationships with your customers is a win-win situation. This course introduces the ingredients for creating and maintaining more effective and productive relationships with your customers and explains why these elements can generate better outcomes than earlier customer paradigms. The most effective relationships are mutually supportive and mutually beneficial. And they last beyond next quarter’s returns. Investing in the relationship and creating value for your customers rewards your business as well. Duration: 2.0 hours

ITIL V3 – Continual Service Improvement Fundamentals

Description: IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL, Continual Service Improvement (CSI) is a phase of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the services they offer their. Duration: 01:30

ITIL V3 – ITIL and the Service Lifecycle

Description: Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. Duration: 01:30

ITIL V3 – Service Design Fundamentals

Description: IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL, Service Design is a phase of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services. Duration: 02:00

ITIL V3 – Service Design Processes

Description: IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes. Duration: 02:30

ITIL V3 – Service Operation Principles and Functions

Description: IT organizations must manage their day-to-day service operations according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL), Service Operation is a phase of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation with the Service Lifecycle. Duration: 02:00

ITIL V3 – Service Operation Processes

Description: IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course is intended to help learners understand the Service Operation processes within the ITIL Service. Duration: 01:30

ITIL V3 – Service Strategy Fundamentals

Description: IT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL), Service Strategy is a phase of the Service Lifecycle that helps IT organizations create value for their organizations through their service assets. This course examines how value is created through service assets, and how these service assets can perform better through service automation. It also details the four main activities in the Service Duration: 02:24

ITIL V3 – Service Strategy Processes

Description: In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy. Duration: 01:06

ITIL V3 – Service Transition Processes and Principles

Description: IT organizations need to transition their service designs into operations. Service Transition processes are important to provide companies with information to ensure that their service design solutions will achieve their expectations. This course will help learners understand Service Transition processes. Duration: 02:30

Overcoming Difficult Service Situations

Description: Your customer’s face is more contorted than anything you’ve ever seen…eyes bulging, fists clenched, and a scowl that makes Scrooge look like a nice guy. It’s tempting to cut and run, but coping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning signals is an important first step. Then you’ll practice strategies that de-escalate confrontational clients. Admitting mistakes is an easy concept, but for most people, it’s not so easy to do. This training adds just enough sugar to make the medicine go down, helps us let go of our egos or our fear of being wrong, and accept responsibility for errors. Though it’s not appropriate to tell a customer to ‘chill out’, there are some easy to use tactics to cool down the angry client. You’ll explore the steps to guiding customers toward a solution to a problem or issue. Finally, tackle the exercise that tests your tolerance, and take a preemptive strike at conflict by learning to plan for challenging situations before they ever occur. Duration: 4.5 hours

Service Teams and Service Stars

Description: The Olympic athlete, the Nobel Prize winner, and the Oscar-nominated actor all have something in common. They are all stars in their areas of expertise. This course will move you to the level of stardom in the area of customer service. In profiling the highest achievers, you will grasp the meaning of leadership, the importance of long-term focus, and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little ‘self-serving.’ You are much better caretakers if you practice taking care of yourself. After looking at individual excellence, you will look inside the workings of a championship team, a group that has the know-how to deliver knock-your-socks-off service. But beware of team issues that can destroy your levels of service. You will examine the pitfalls of attitudes that can put cracks in the smoothest service armor. This is the course that will help you to be the best service provider you can be. Duration: 5.0 hours

The Customer’s Voice

Description: Ralph Waldo Emerson once wrote, ‘Make yourself necessary to somebody.’ In today’s competitive marketplace, it’s important to make yourself and your company necessary to a lot of ‘somebodys’. Those somebodys are your customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any number of ways to hear ‘The Customer’s Voice’, but you have to know how to listen. Learn about the dynamics of client expectations, and the inconsistent, ever-changing nature of today’s customer. How do customers judge our success? You’ll explore the five key expectations dimensions, and you’ll be able to assess your workplace in terms of meeting client needs. And you don’t have to be James Bond to ‘gather intelligence’ on your customers. By completing this course, you’ll be able to master methods of compiling customer data and input. The final step in ‘hearing’ your customer is creating compatibility. Explore how to align your services with each of your clients, and gain customers for life. Duration: 5.0 hours

The EXCEL Acronym: Instilling Service Excellence

Description: In advancing to new levels of customer service commitment, it’s helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence, this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you, but seeking help and knowing where to find it can improve your service abilities. That’s why E, for ‘Enlist Help’, is the first concept in the EXCEL acronym. X is for X-Ray questions, developing the skills to ‘read’ your customers by asking the right questions in the right way. It’s a great relief to be able to say, ‘Case Closed’ when there’s a problem area with a customer. But it takes planning and proactive thinking to stay ahead of trouble-spots, and in the ‘C’ topic, this course gives you the steps to close off problematic customer issues by anticipating them. The next letter is ‘E’ for EMPOWER YOURSELF, one of the most crucial concepts to being a great service provider. This lesson establishes the steps to taking ownership of your own personal service philosophy. That brings us to the last letter, ‘L’, which issues a challenge. In ‘Learn to be Flexible’, you must come up with a plan to increase your flexibility one day at a time. These guidelines will instill a customer service mentality, and instill a spirit of commitment to service far beyond the workplace norm. Duration: 5.0 hours

The Fundamentals of Exceptional Customer Service

Description: You’ve seen the ad campaigns that boast, ‘Customer satisfaction guaranteed.’ But in today’s marketplace, satisfaction isn’t enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking, and establishes the building blocks for a service mentality that increases customer commitment, not to mention profits. Learn how to develop service standards and track their effectiveness. Gain new insights and strategies from the corporate masters of customer service. Explore the value of building relationships with customers. Most importantly, by the end of the course you’ll be able create your own customer-focused philosophy.  Duration: 3.0 hours