Customer Service Skills

Having completed this course, learners will be aware of the customer service skills are important in most positions and are an especially valuable asset when you’re just starting in your career. Customer service skills include all the habits that help foster positive relationships with customers, which is often the difference between success and failure in business. It’s important to know how to treat customers well no matter what position you’re in.

Upon completion of this course, you will have a good understanding of:

• Principles of customer service
• Customer Service Begins with Self-Service
• Managing Disruptions and Delays
• Dealing with Complaints and Returns
• Creating an Emotional Connection
• Managing Customer Relationships
• Presentation and meeting the needs of customers
• Dress For Success
• Follow Up on Promises
• Always Smile
• Never Show Fear
• Customer journey and solving issues
• Identify the problem
• Speak with a supervisor
• Complaint handling
• Remain calm
• Respond quickly
• Develop a plan of action

The online assessment is taken on completion of the training material. You will be asked 20 multiple choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed. If you don’t pass don’t worry! You can take the test as many times as you need with no extra charge.