Course Category: Operations

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Customer Service 201: Achieving Excellence

Course Details This short course explains the importance of delivering excellent customer service. There are a number of things every person in the organization can do to provide great service. It is not just the responsibility of the customer service team or receptionist. Everyone in the business should be looking to provide great service to […]
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The TED Approach: Asking Questions as a Customer Service Team

Course Details As a contact center representative, you’ll learn quickly that every call and every caller are unique. A solution may work for some, but not for others. New problems and complaints arise all the time and you must learn to quickly and effectively troubleshoot these issues. You might even be required to sell or […]
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Email Etiquette

Course Details Email is an important tool in today’s business world, and it is imperative this tool is used properly. By following email etiquette, you can communicate our message effectively, reduce the possibility of misunderstanding, and present a professional image. This course will help you understand best practices for composing and responding to messages, and […]
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What Does Great Customer Service Look and Sound Like?

Course Details Delivering great customer service is all about your communication approach and how you treat the customer throughout their experience dealing with you. This course looks at the three V’s of communication, as studied by Albert Mehrabian that should always be consider when communicating with customers. Once the course is completed, you will understanding […]
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Man in red shirt talking on phone

Dealing with Difficult Customers: Defusing Situations over the Phone

Course Details Have you spoken with a customer over the phone who was irritated, loud, and extremely angry? This course shows you how to diffuse the situation and turn things around while remaining calm and professional. This course comes with additional materials to help you implement the learning, including three key actions to take, a […]
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Angry woman in white shirt talking on phone

Strategies To Dealing With Difficult Customers

Course Details Explores how to positively resolve difficult situations. “The Customer is always right”. Right? Well, not always, but the customer is always the customer, and while they’re your customer you need strategies to deal with whatever challenges they bring. What you’ll learn
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Understanding the Customer (CPD Certified)

Course Details The best way to give your customers great service is by understanding them inside out. Now, you’re thinking, ‘Great, I’ll just ask them what they want.’ But it’s not that easy. People often don’t know what they want, so you’ll need to use a variety of techniques to find out more about your […]
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Attitude in Customer Service: Character and Integrity

Attitude in Customer Service: Character and Integrity

Course Details Character describes human qualities that create our public reputation such as personality, appearance, and behaviors. Integrity matches reality to our words — keep your promises. Discover why Integrity and honesty are the foundations of trust, the root of service. Apply strategies for cultivating exceptional customer service character every day. What you’ll learn
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Enhancing Service by Listening

Enhancing Service By Listening

Course Details When we care we listen to needs. Then we can provide excellent service. This entertaining and stimulating program is designed to help you develop positive attitudes to service, build passion for service excellence and improve face to face and phone service skills. Plot: Service is integral to Cutting Edge; if a client is […]
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Woman talking on phone while looking at a package

Dealing with Difficult Customers: Achieving Mastery

Course Details Being able to effectively manage upset customers and their complaints is a key skill in any organization. Quite often this trying time with customers can be the make or break of a customer relationship as well as negative word of mouth. This complaints handling course will give you all the skills required to […]
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