Customer service
Customer service course
This online customer service course gives anyone in contact with customers the steps and best techniques for delivering exceptional service. Take it at your own pace, from the location of your choice.
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An online customer service course for exceptional service
This customer service course gives anyone in contact with customers the steps and best techniques for delivering exceptional service and a memorable customer experience: preparation, contact, discovering needs, rephrasing, the solution, objections and complaints, conclusion and follow-up, with practical exercises on real service videos. You take it online, at your own pace.
Looking for another course? See our course on how to manage difficult customers and our sales course, or read our expert guides.
The online customer service course
This online course on customer service should be taken by anyone in contact with customers, as it provides you with the steps and best techniques for delivering exceptional service and a memorable customer experience. You take it at your own pace, from the location of your choice.
The videos in this customer service course are approximately 2 hours long. You can review them as often as desired. You also have access to a course plan with hyperlinks for further exploration of certain concepts, PDF content, and a quiz to evaluate your knowledge. This course corresponds to a 2-day in-person training.
Why Customer Service
- Why good customer service
- Customers compare more than before
- A complaining customer tells many people
- The inverted pyramid
- Everyone is a customer to everyone
- The two dimensions of customer service
- The role of the service agent: serve and sell
How to Satisfy a Customer
- Definition of customer service: gap between expectation and perception
- Amaze the customer
- The HTH system
- The SOS system
- Customer motivations
- Customer promise
- Organizational measures
Stages of Customer Service
- The stages
Preparation
- Daily preparation
- Material preparation
- Mental preparation
Contacting
- Initial contact or reception
- How to make contact
Discovering Customer Needs
- Discover customer expectations and empathy
- The SOS discovery
- How to listen
- Active listening
- Alternating questions
- What to avoid
- Control the length of contact
Rephrasing
The Solution
- Solution: inform
- Solution: advise
- Persuade with choices
- Expressions
Objections – Complaints – Attacks
- Difficult cases
- Complaint
- Objections
- Techniques for responding to objections
- Aggressive customer
Conclusion and Follow-up
- Conclusion of contact
- Follow-up
Practical Work
- Video of a service, what do you think?
- Errors by stage: initial contact (see the worst customer service practices)
- Discovery errors
- Solution errors
- Conclusion errors
- Video of another service, what do you think?
- Preparation
- Initial contact
- Discovery
- Rephrasing
- Solution
- Objections
- Conclusion
- Follow-up
Summary and Tools
- Aim for balanced results
- The stages
- The role of the service agent
- HTH technique
- SOS technique
- My service: what will I do and say
- In summary, good service
Customer experience involves impeccable customer service. To achieve this, certain key points must be respected: positive mental preparation, a warm welcome, treating each customer as unique, active listening, clear information, personalized solutions, validation of understanding, and follow-up. The challenge is to provide the most perfect service possible while serving multiple customers. Therefore, we present techniques to shorten the interaction smoothly while satisfying your interlocutor. Customer relations are an art and can be learned!
Frequently asked questions about the customer service course
The course includes about 2 hours of videos that you can review as often as desired, a course plan with hyperlinks, PDF content and a quiz to evaluate your knowledge. You take it at your own pace, from the location of your choice.
The online customer service course costs $65.
Anyone in contact with customers. The course explains why everyone is a customer to everyone and why the role of the service agent is both to serve and to sell.
The course presents the HTH and SOS systems, active listening, alternating questions, rephrasing, persuading with choices, responding to objections and complaints, handling aggressive customers and controlling the length of contact.
The videos last about 2 hours. The course corresponds to a 2-day in-person training.
Catalogue
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