You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative.
Lesson 1: Managing the Customer’s Initial Contact
Topic 1A: Accept a Customer Contact
Topic 1B: Address a Customer’s Emotional State
Topic 1C: Address Your Own Emotional State
Lesson 2: Addressing Customer Issues
Topic 2A: Assess Customer Issues
Topic 2B: Develop Solutions
Topic 2C: Negotiate to Reach a Solution
Lesson 3: Closing Communications
Topic 3A: Upsell Additional Products
Topic 3B: Conclude Customer Contact
Topic 3C: Follow Up
Topic 3D: Release Stress
Upon successful completion of this course, students will be able to:
- Manage the customer’s initial contact.
- Address the customer’s issues.
- Close communications with the customer once all issues have been resolved.