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Five Star Customer Service

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Enrolled: 122 Learners
Duration: 4 Weeks
Lectures: 27
Level: Advanced
Five Star Customer Service

Customer service is a part of the day-to-day life for any business person from service providers to common traders. What makes a professional stand out as a successful customer service person is the skill and experience that the person must have acquired over time.

Customer service has been in existence as long as the existence of business and will continue to remain very relevant in the business world both now and in the future. Without a strong customer service, a business will likely not grow, because a satisfied customer is usually a returning customer. Customer service is the act of taking care of the customer’s needs by providing professional, helpful, high-quality service and assistance before, during, and after the customer’s requirements are met.

Customer service is the support you offer your customers both before and after they buy and use your products or services that help them have an easy and enjoyable experience with you. A customer service/care professional is a skilled individual that provides the link between an organization and its customers. Customer care/service professionals answer customers’ questions and resolve issues customers may encounter while using their product. Customer service professionals resolve customers’ experience issues in person, over the phone or through email or faxes.

Building a career in customer service involves a lot of development and hard work. The nature of customer support work tends to lend itself to this short term, firefighting, just-cross-things-off-the list natural cadence. Take care of the next customer, they’re waiting for you. It can be rapid-fire and relentless, and we might feel guilty taking time away from helping people (or like we’re not being a team player) by designating time to think about ourselves and our needs and our careers and where we want to go.

Customer service is one job field that can open you up to loads of exciting and amazing job opportunities because of its versatility and relevance that cuts across every business sector. Customer service is the core of every business. For any business to thrive and secure customers’ loyalty, that business must have a good and effective customer support/service structure to maintain customers’ trust and consistent patronage.

Upon completion of this course, you should be able to describe;

  • Customer service profession
  • Careers in customer service
  • How to become a customer service representative
  • Early guide to becoming a Customer care representative
  • Building a career in Customer care
  • Customer service Career Development
  • Customer service job networking and Professional development
  • Customer service Job Networking
  • Customer service Job Professional Development
  • Customer Relationship Management
  • And many more.

SECTION 1: THE CUSTOMER SERVICE PROFESSION

1
Introduction to Customer Service Profession

Careers in Customer Services

A customer care professional, also called a customer service professional, provides the link between an organization and its customers. Customer care professionals answer customer questions and resolve issues over the telephone, in person, or through e-mails and faxes. Tact and patience are called for when dealing with difficult or demanding

2
Building a Career in Customer Service

Building a Career in Customer Service

Building a career in customer service may not be as direct as other fields or careers, but there are choices that you can make early enough that can propel your customer service career. To propel your course in building a career in customer service, you would need to take these subject/courses in your O’ level:

3
Customer Service Job Networking and Professional Development


4
Roles of a Customer Service Worker


5
The Customer Service Workplace


6
Communication Modes in Customer Service


7
Understanding the Customer


8
Quiz
10 questions

SECTION 2: THE CUSTOMER SERVICE

1
The Customer Service Career


2
Customer Service Teamwork


3
Core Duties of a Customer Service Representative


4
Customer Diversity in Customer Service


5
Boosting the Value of Customer Service


6
Factors Influencing Customer Satisfaction and Loyalty
7
Quiz
10 questions

SECTION 3-CUSTOMER RELATIONSHIP MANAGEMENT

1
Evaluation of Customer Relationship Management


2
Perspectives in Customer Relationship Management


3
Understanding Customer Expectations using CRM
4
GAP Model of Service Quality: An Overview
5
Strategies to Improve Customer Service
6
CRM: A tool for Customers’ Loyalty
7
The Value of Customer Service
8
Quiz
10 questions

SECTION 4-PROVIDING INFORMATION FOR CUSTOMERS

1
Sales Message


2
Listening To Your Customers


3
Preferences, Purposes, and Types of Listening


4
The Listening Process


5
Techniques of the Listener


6
Resisting Distractions in Listening


7
Wrapping Up


8
Quiz
10 questions

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Five Star Customer Service
Price:
NGN80,000 NGN30,000