JANITORIAL → Customer Service

Customer Service Training (JS014)


Description
A company's reputation is only as good as the customer service it provides. Please a customer, and your client base will swell with relatives and neighbors who catch wind of your top-notch service. But upset one, and brace yourself for disaster.

In this program you will improve your customer service skills with online training. This program is designed to boost your professionalism by helping you train good customer service skills throughout your company. This program is recognized as an ISSA/CMI Verified Advanced Pro Training Program.

Why is customer service training so important?

- 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back.
(1st Financial Training services)
- One unhappy customer will tell 9 to 15 people about their experience. (White House Office of Consumer
Affairs)
- 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
- It takes 12 positive experiences to make up for one unresolved negative experience. (Understanding
Customers; by Ruby Newell-Legner)

Average test certification time 1/2 hour. Average program study time 3 hours. All program materials available online.
Content
  • PROGRAM INTRODUCTION
  • Instructions
  • Tutorial: Using the Learning Management System
  • Program
  • 1. Introduction
  • 2. What is Customer Service? The 7 Essentials To Excellent Customer Service
  • 3. Creating a Favorable First Impression
  • 4. The Importance of Exceptional Customer Service
  • Activity: How You Feel About Your Customers
  • Activity: Answers
  • 5. Customer Bill of Rights
  • 6. How to Exceed the Basic Needs of a Customer
  • 7. What Exceptional Customer Service Should Look Like at Our Company
  • 8. How to Provide Exceptional Customer Service
  • 9. Advantages and Disadvantages of Electronic Communication
  • 10. How to give great customer service: The L.A.S.T. method
  • 11. Solutions Training
  • CERTIFICATION EXAM
  • Customer Service Exam
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever
Prerequisites