{"product_id":"customer-service","title":"Customer Service","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 Service.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eEach and every one of us serves customers, whether we realize it or not. Maybe you\"re on the front lines of a company, serving the people who buy your products. Perhaps you\"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you\"re a company owner, serving your staff and your customers.\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\u003eUnderstand the core principles and practical approaches covered in Customer Service.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\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 class=\"ng-scope\"\u003eEach and every one of us serves customers, whether we realize it or not. Maybe you\"re on the front lines of a company, serving the people who buy your products. Perhaps you\"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you\"re a company owner, serving your staff and your customers.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThe Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Who We Are and What We Do\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWho Are Customers? (internal\/external)\u003c\/li\u003e\n\u003cli\u003eWhat is Customer Service?\u003c\/li\u003e\n\u003cli\u003eWho Are Customer Service Providers?\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Establishing Your Attitude\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAppearance Counts!\u003c\/li\u003e\n\u003cli\u003eThe Power of a Smile\u003c\/li\u003e\n\u003cli\u003eStaying Energized\u003c\/li\u003e\n\u003cli\u003eStaying Positive\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Identifying and Addressing Their Needs\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eUnderstanding the Customer\"s Problem\u003c\/li\u003e\n\u003cli\u003eStaying Outside the Box\u003c\/li\u003e\n\u003cli\u003eMeeting Basic Needs\u003c\/li\u003e\n\u003cli\u003eGoing the Extra Mile\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Generating Return Business\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eFollowing Up\u003c\/li\u003e\n\u003cli\u003eAddressing Complaints\u003c\/li\u003e\n\u003cli\u003eTurning Difficult Customers Around\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: In-Person Customer Service\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDealing With At-Your-Desk Requests\u003c\/li\u003e\n\u003cli\u003eThe Advantages and Disadvantages of In-Person Communication\u003c\/li\u003e\n\u003cli\u003eUsing Body Language to Your Advantage\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Giving Customer Service over the Phone\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Advantages and Disadvantages of Telephone Communication\u003c\/li\u003e\n\u003cli\u003eTelephone Etiquette\u003c\/li\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Providing Electronic Customer Service\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Advantages and Disadvantages of Electronic Communication\u003c\/li\u003e\n\u003cli\u003eUnderstanding Netiquette\u003c\/li\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003cli\u003eExamples: Chat or e-mail\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Recovering Difficult Customers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDe-Escalating Anger\u003c\/li\u003e\n\u003cli\u003eEstablishing Common Ground\u003c\/li\u003e\n\u003cli\u003eSetting Your Limits\u003c\/li\u003e\n\u003cli\u003eManaging Your Own Emotions\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Understanding When to Escalate\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDealing with Vulgarity\u003c\/li\u003e\n\u003cli\u003eCoping with Insults\u003c\/li\u003e\n\u003cli\u003eDealing with Legal and Physical Threats\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Ten Things You Can Do To WOW Every Time\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTen Tips\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\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\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/handling-a-difficult-customer\"\u003eHandling a Difficult Customer\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-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Customer Service\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14360134844479,"sku":"SSLU030","price":44.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260634693980,"sku":null,"price":193.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260634726748,"sku":null,"price":330.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLY030_Customer_Service_1.png?v=1590011768","url":"https:\/\/www.ebsiamericas.com\/products\/customer-service","provider":"eBSI Export Academy","version":"1.0","type":"link"}