Customer Service Modules

In this course, you will get 12 Modules which are describing all aspects greatly

•  Module One: Let’s Begin

1. Workshop Objectives
2. Pre-Assignment Review

• Module Two: All About Customers And Customer Service

1. Who Are Customers?
2. What Is Customer Service?
3. Who Are Customer Service Providers?
4. Case Study

• Module Three: Establishing Your Attitude

1. Appearance Counts!
2. The Power of a Smile
3. Staying Energized
4. Staying Positive
5. Case Study

• Module Four: Identifying And Addressing Customer Needs

1. Understanding the Customer’s Situation
2. Staying Outside the Box
3. Meeting Basic Needs
4. Going the Extra Mile
5. Case Study

• Module Five: Generating Return Business

1. Following Up
2. Addressing Complaints
3. Turning Difficult Customers Around
4. Case Study

• Module Six: In-Person Customer Service

1. Dealing with At-Your-Desk Requests
2. The Advantages and Disadvantages of In-Person Customer Service
3. Using Body Language to Your Advantage
4. Case Study

• Module Seven: Giving Customer Service Over The Phone

1. The Advantages and Disadvantages of Telephone Communication
2. Telephone Etiquette
3. Tips and Tricks
4. Case Study

• Module Eight: Providing Electronic Customer Service

1. The Advantages and Disadvantages of Electronic Communication
2. Understanding Netiquette
3. Tips and Tricks
4. Eliminate Electronic Ping Pong
5. Case Study

• Module Nine: Recovering Difficult Customers

1. De-Escalating Anger
2. Establishing Common Ground
3. Setting Your Limits
4. Managing Your Own Emotions
5. Case Study

• Module Ten: Understanding When To Escalate

1. Dealing with Vulgarity
2. Coping with Insults
3. Dealing with Legal and Physical Threats
4. Case Study

• Module Eleven: Ten Things You Can Do To WOW Customers Every Time

1. Ten Tips
2. Case Study

• Module Twelve: Wrapping Up

Be Creative with Quizes

Each Module is finishing with its quiz & hence you will get to review your Modules in the form of 84 questions.

• Module Two Review Questions

1. Regular day-to-day, traditional customers are generally called?
2. A colleague trying to find information would be considered an indoor customer?
3. Anyone who uses a service may be a ________?
4. That is also any action you’re taking to make sure that a customer is pleased with the transaction on a long-term basis.
5. When is that the best time to supply great customer service?
6. A watchman in your office can affect external customer service?

• Module Three Review Questions

1. Appearance is not important with businesses that do not have face to face interactions with customers.
2. What is an easy way to make a customer feel welcomed?
3. Which is not a good way to keep energized at work?
4. Viewing a negative situation as a training session or a learning experience is a great way to_________?
5. Customer-facing staff need not worry about their appearance.
6. It is better to show faux positivity than to show negativity.

• Module Four Review Questions

1. Guessing the customers’ needs is better than letting them tell you because?
2. By listening to the first few sentences a customer says to you, you should be able to?
3. A good shortcut is to judge a customer by their appearance.
4. What basic needs should be sure that you are meeting?
5. Customer service is only about giving the customer what they ask for.
6. What is an example going that extra mile for a customer?

• Module Five Review Questions

1. People who have been in business for a while know the value of ______________.
2. Experts believe that it costs at least __________ times more to attract new customers than it does to keep existing ones.
3. Customers want to feel ________________.
4. Customers will keep coming back if
5. The fact is that a little bit of _________ work can make a huge difference to the way your business retains customers, and attracts follow-up business from friends of the original customer.
6. Any customer who feels that they have been given exemplary service will be like a walking ____________ or a cheerleader for your company.
7. After the sale, _________ can take on many forms.
8. Customer _________ should always be taken seriously.
9. To be taken seriously, to be listened to, to be respected, and to a receive a quick response all comprise the _________.
10. If you don’t know the answer to a customer’s question, you should?

• Module Six Review Questions

1. _________ Interactions provide a great opportunity to build rapport with customers.
2. When you talk to a customer in person, you get constant ___________, both verbal and nonverbal.
3. It is vital to keep a sense of ___________ whenever you deal with a customer.
4. No matter how urgent the work you are doing is, you have enough _________ to speak to the customer.
5. For many companies, ________ is something that is the responsibility of a dedicated department which can only be contacted by telephone, post, or email.
6. Being able to provide customer service in person is _________ for companies.
7. Use body language to your ___________.
8. The way you conduct yourself in the presence of a customer may well have more impact on their ________ in you more than anything you say to them.
9. ______ when a customer is speaking to you
10. Which is not a type of body language?

• Module Seven Review Questions

1. Body language becomes __________ as soon as you pick up a phone.
2. The success of your interactions depends almost entirely on your _________________________ and your choice of words.
3. A customer service department will do the bulk of their work over the ____________.
4. While conducting business over the phone _____________ the personal element from customer service to a large extent, it would be inaccurate to claim that there isn’t an advantage to doing things this way.
5. The main ___________ to this way of doing things is that there is no allowance made for the fact that people are almost always more reassured by speaking to someone in person.
6. The body language we use when trying to transmit reassurance and confidence ____________ on customers being able to see us.
7. Customer ___________ a courteous, helpful response when they call your business.
8. Proper phone etiquette involves all of these except
9. If you need to transfer a call, __________ what you are doing.
10. When you end a call, let the __________ hang up first.

• Module Eight Review Questions

1. A growing number of customer interactions are taking place ___________.
2. ________ people in particular prefer to do too much of their business online rather than in person.
3. Online interactions have ______________.
4. To provide __________ customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
5. _____________ communication is something which has taken off in a big way in today’s society.
6. Which is not an advantage of email?
7. There is a body of opinion which holds that email is a very _________ and cold way of communicating.
8. A telephone conversation leaves us relying on the __________ in our voice to give the correct interpretation to the words.
9. With the massive changes that the ____________ has brought to many of our lives, it is entirely unsurprising that it has brought another substantial change – that which is wrought on the English language – and most other languages too.
10. A decade ago, pretty much no one blogged, absolutely no sane human being tweeted, and the word ___________ was unknown.

• Module Nine Review Questions

1. One of the hardest challenges customer service staff face is dealing with __________ customers.
2. The job of a customer service provider is to _________ that customers will be angry or upset at times.
3. The first step in doing this is to
4. Very often, anger arises as the result of a ______________,
5. Customers do not want your _____________.
6. Your job when dealing with the inevitable angry or upset customer is to
7. _________ that you will have to listen to some ranting.
8. It stands to reason, as a result of the circumstances, that the customer will display signs of _________ towards you initially.
9. Ask questions about the ____________, to demonstrate that you are taking it seriously.
10. Begin to __________ a solution and explain what that is to the customer.

• Module Ten Review Questions

1. Providing great customer service does not mean that you have to put up with _________, intimidation, or vulgar language from customers.
2. If customers are out of control, you need to
3. Showing anger, for many people, involves expressive themselves using _____________ language.
4. There is ________ in allowing a customer to use mild profanity without passing comment on it.
5. __________ are never nice to hear, particularly when we feel that they are underserved.
6. Very often an insult will be ___________ by what you are rather than who you are.
7. Customer service agents are not paid to listen to _____________.
8. One frequent outcome of insults being traded or directed is that things ___________ to a more confrontational pitch.
9. _______ and physical threats from angry customers are serious issues.
10. Do not attempt to offer your own ___________ of the legal issues involved.

• Module Eleven Review Questions

1. Greet customers with a ______, either in person or on the phone.
2. How often should you be helpful, even if there’s no profit in it?
3. When dealing with a customer you should generally do what?
4. Make customers feel important and________.
5. When discussing a big sale the more complicated the better
6. Giving customers a little more than they expect, will make them feel what?

• What is the requirement for this course?

The course is open to anyone who is interested in learning more about the subject matter, and there are no specific entry requirements to enroll.

• What much Time I need to Spend for completion of this course?

The course is divided into different modules, with an average study time ranging from 20 to 90 minutes per module as per your convenience. While you have the flexibility to allocate your preferred amount of time to each module, after buying you will have lifetime access to the course so you can log in and out of the course as per your schedule.

• When and Where I can Study this Course?

You can study this course at any time and anywhere of your choice, you have the convenience of logging in and out of the web-based course as often as you need. The course is compatible with all devices, including computers, tablets, and smartphones, allowing you to study even while on the go.

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• How soon I can have access to the course material?

You will have access to the course immediately after you make the payment. You will receive email confirmation of payment at the same time with full access to the course material.

• Can I earn a Certificate at the end of the course?

That’s Right! At the completion of the course, we will earn a Professional Certificate that can be a valuable addition to your career and personal achievements. This certificate will serve as evidence of the knowledge and skills you have gained through the course, and can help you demonstrate your expertise to current or potential employers.

• What is the validity of the Certificate?

Certificate is your achievement, which will remain with you forever. It doesn’t have any expiry or need any renewal. Enjoy the Course and Good Luck.

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