Convenient customer service

Audience
‍The course is designed for employees who meet customers by phone, chat, email, in store or out at a customer, both in companies with and without CRM system. It is suitable for new employees in customer service and for employees who want a more structured and professional approach to customer dialogue. The course is also relevant for work leaders and team leaders who want to strengthen quality, workflow and customer satisfaction in the first line.

Learning objectives
‍The course provides a practical introduction to what good customer service is, and how values such as empathy, active listening and honesty create trust and loyalty. Participants learn how to choose the right channel, customize language and style, and handle customer data safely. They receive a simple, reusable workflow from reception to resolution of the case, training in dealing with difficult situations and complaints as well as tools to apply feedback and measurements to continuous improvement.

After completing the course you will be able to

• Explain what professional customer service entails and why it is crucial to reputation, loyalty and results
• Using empathy, active listening and honest communication in the face of diverse clients
• Selecting the appropriate channel for the inquiry and customizing the language, tone and response time
• Handle customers' personal data in a safe and conscious manner
• Follow a simple workflow from receiving, registering and prioritizing to resolving and closing cases
• Document inquiries in a way that provides an overview for yourself and your colleagues, with or without CRM
• Meeting complaints and demanding situations calmly and professionally and knowing when matters should be escalated
• Use feedback, simple metrics, and team dialogue to propose and implement improvement initiatives