{"product_id":"customer-care-for-csos","title":"Customer Care for CSOs","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Customer Care for CSOs.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand:\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eBuild a practical understanding of the key concepts covered in Customer Care for CSOs.\u003c\/li\u003e\n\u003cli\u003eRecognise where the topic applies in real workplace or business situations.\u003c\/li\u003e\n\u003cli\u003eApply the methods and good-practice approaches covered in the course with greater confidence.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for professionals, managers, business owners and learners who want practical knowledge they can apply in real workplace situations.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 3 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Description\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003eSeat Time: 3hrs - Desc:\u003c\/p\u003e\n\u003cp\u003eThis course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand:\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eThe importance of giving and getting respect.\u003c\/li\u003e\n\u003cli\u003eHow to properly communicate complex information.\u003c\/li\u003e\n\u003cli\u003eHow to provide appropriate service to customers with disabilities.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul style=\"padding: 0px; margin: 0px 0px 15px 20px; color: #686868; font-family: lora, Verdana, Helvetica, Arial, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003c\/ul\u003e\n\u003ch5\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics\u003c\/strong\u003e\u003c\/u\u003e\u003c\/h5\u003e\n\u003cp\u003e\u003cstrong\u003eT1. Customer Experience Statements:\u003c\/strong\u003e This topic will teach the learner about keeping the customer's experience in mind and the characteristics that customers would want to see in employees.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT2. Giving and Getting Respect:\u003c\/strong\u003e This topic will explain to the learner the concept of respect and how to best demonstrate respect so that s\/he is prepared to make a strong impression on customers.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT3. Communication:\u003c\/strong\u003e This topic will examine various communication problems inhibiting the communication process, including information on encouraging teamwork and influencing others.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT4. Listening:\u003c\/strong\u003e This topic will explain the importance of listening skills, and will detail the components of the LISTEN model for active listening skills, including leaning forward and identifying key points.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT5. Phrasing:\u003c\/strong\u003e This topic will emphasize the notion that everything a person says communicates something, and will also provide best methods for communicating effectively and remembering the goal of communicating.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT6. Probing:\u003c\/strong\u003e This topic will define probing and will familiarize the learner with detailed explanations for why probing is important to communication.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT7. Probing Strategies:\u003c\/strong\u003e This topic will provide the learner with detailed strategies for probing, including the funneling technique.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT8. Telephone Usage:\u003c\/strong\u003e This topic will discuss the customer experience particular to telephone usage, including how to be prepared and actively listen.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT9. Unreasonable Customers:\u003c\/strong\u003e This topic will discuss how best to handle unreasonable customers by listening and thinking before responding, probing for understanding, presenting the information, and remaining professional.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT10. Service:\u003c\/strong\u003e This topic will discuss how to properly communicate complex information, including information on how to use SERVICE to verify and correct mistakes.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT11. Types of Customers:\u003c\/strong\u003e This topic will discuss the differences between youthful and senior members, and best practices on conducting business with each.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eT12. Customers with Disabilities:\u003c\/strong\u003e This topic will discuss how best to give customers with special needs an ongoing, pleasant experience, and will describe, specifically, how to handle customers with vision, hearing, physical, and speech impairments.\u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/bankers-academy-banking-financial\"\u003eBanking \u0026amp; Finance\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/bankers-academy-banking-financial\"\u003eBanking \u0026amp; Finance\u003c\/a\u003e \u0026gt; Customer Care for CSOs\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/bankers-academy-banking-financial\"\u003eBanking \u0026amp; Finance\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Bankers Academy","offers":[{"title":"Individual Licence (EUR 60)","offer_id":40908424315058,"sku":"BA-197","price":66.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 50 each)","offer_id":59260505227612,"sku":null,"price":275.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 40 each)","offer_id":59260505260380,"sku":null,"price":440.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/BA-197CustomerCareforCSOsCOVER.png?v=1633378984","url":"https:\/\/www.ebsiamericas.com\/products\/customer-care-for-csos","provider":"eBSI Export Academy","version":"1.0","type":"link"}