Curriculum
- 5 Sections
- 27 Lessons
- 10
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- Module 1: Enhancing Your Customer Service Communication Skills5
- 1.1Active Listening and Questioning Skills to Identify a Customer’s Expectations
- 1.2Body Language: How to Read Your Customer Like a Book
- 1.3Working with Aggressive, Expressive, Passive and Analytical Customers
- 1.4Telephone Tips to Promote a Professional Image
- 1.5The Do’s and Don’ts of Written Communication
- Module 2: Building the Foundation for Achieving Customer Service Excellence6
- 2.1The 7 Customer Service Expectations
- 2.2Measuring Internal and External Customer Service Satisfaction
- 2.3How to Use Customer Service to Increase Sales
- 2.4“Going the Extra Mile” to Promote Customer Service Excellence
- 2.5Using Social Media to enhance Customer Service
- 2.6Protecting your Organisation’s Online Reputation
- Module 3: Service Recovery: Handling Complaints and Upset Customers5
- Module 4: Principles of Persuasion and Professional Negotiation Strategies6
- Module 5: Focusing on Customer Service Excellence and Continuous Improvement5
Body Language: How to Read Your Customer Like a Book
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