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Customer Service Level 3
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Curriculum
Customer Service Level 3
Module 1: Customer Service in the Workplace
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Understanding Customer Service Fundamentals
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Customer Service Principles
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The Work Environment
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Expectations of a Customer Service Worker
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Contact Centers
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Important Skillsets
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What the Customer Wants
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Under Continuous Scrutiny
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How People Make Buying Decisions
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The Consumer's Brain
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Difficult Situations and Customers
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Customer Diversity
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Lesson Summary
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Module 1: In-Course Assessment
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21 questions
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YOUR COURSE PREVIEW HAS ENDED
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Module 2: Customer Service Skillsets
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Telephonic Communication Tactics
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Email and the Internet
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Teamwork Basics
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Taking Care of Yourself
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Module Summary
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Module 2: In-Course-Assessment
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27 questions
Module 3: The Customer Service Career
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Employment Trends
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Employment Resources
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International Careers
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Networking and Professional Development
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Module Summary
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Module 3: In-Course Assessment
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1 questions
Module 4: Introduction to Call Center Training
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The Basics of Call Center Management
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The Basics of Call Center Management (Continued)
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Phone Etiquette
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Basic Tools for Sales Representatives
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Speaking Like A Star
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Types of Questions
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Benchmarking
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Goal Setting
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Lesson Summary - Introduction to Call Center Training
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Module 4: In-Course Assessment
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25 questions
Module 5: Becoming a Sales Expert
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Key Factors for Success
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