Customer Service Best Practices

The course is designed to benefit both Customer Service Frontline Representatives and Supervisors, who interact directly with Customer Stakeholders in a Customer Service capacity. The course provides Customer Services Representatives and Supervisors with the skills and key techniques necessary for success in performing their role of providing customer assistance, resolving conflict, and meeting customer needs. The critically important qualities of the Representative and Supervisor will be examined, including an extensive knowledge of customer service procedures, ability to resolve customer complaints, leadership and training skills, teamwork, and practicing a “deep respect for the customer” attitude. A variety of topics will be discussed, including effective communication, human behavior, cultural awareness, conflict resolution, and critical thinking skills.

UPON COMPLETION OF THE COURSE, THE STUDENT WILL BE COMPETENT IN: 

• Understanding consumer behavior, including why consumers behave in the manner they do and how to relate to their situation.
• Assessing the importance of effective communication and “people skills” in building relationships.
• Evaluating various types of conflict and identifying and applying a strategic solution that is appropriate for each situation.
• Recognizing the importance of ethical conduct, its value to the company, individual development, and demonstrating the ability to adhere to these standards when dealing with consumers.
• Identifying personal motivating factors and personal skills that support employee development.
• Defining stressors within the workplace, how to effectively deal with them, and how to minimize their negative effects.
• Discovering the impact of diversity training programs on successful customer service.
• Developing effective cross-cultural communication.
• Understanding the theoretical perspectives of discrimination and affirmative action.
• Practicing the importance of seeing the customer’s perspective and making appropriate adjustments to create a win-win situation.
• Developing and practicing empathy.
• Developing and training critical thinking skills including the ability to learn, to reason, to think creatively, to make decisions, and to solve problems using critical thinking.
• Using Artificial Intelligence to define and manage stressors in the workplace.

ACQUIRED SKILLS 

• Consumer Behavior Analysis
• Interpersonal and Communication Skills
• Conflict Resolution and Problem-Solving
• Ethics in Customer Service