Customer Service Professional-Student Guide
Getting Started
Welcome And Introduction
Students Assignments
Pre-Assignment
Pre-Test
Activities
Module 1: Customer Service Strategy and Concepts
Unit 1: Element One – A Customer Service Focus
Unit 2: Element Two – How Your Organization Sets Customer Service Expectations
Unit 3: Element Three – How Well Employees Deliver Customer Service
Module 2: Customer Service Mechanics
Unit 4: Communication Dynamics
Unit 5: Skillful Telephone Techniques
Unit 6: Customer Service in the Online World
Module 3: Customer Service Delivery
Unit 7: Working with Customers
Unit 8: Dealing with Complaining Customers and Handling Objections
Unit 9: Handling Difficult Customer Situations
Unit 10: Element Four – How to Quickly and Accurately Solve Problems
Unit 11: Element Five -Measure What Matters
Unit 12: Element Six – Reinforcing Customer Service Excellence
Module 4: Workplace Essentials
Unit 13: Respecting Others and Embracing Diversity
Unit 14: Team work – Being a Team Player
Unit 15: Managing Conflict
Unit 16: Professional Ethics and Accountability
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Unit 9: Handling Difficult Customer Situations
Customer Service Professional-Student Guide
Unit 9: Handling Difficult Customer Situations
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