Offering three 15-minute courses, this suite of Customer Service training and etiquette videos are designed to teach employees about correct customer service and how best to serve particular types of customers. 

Courses covered:

• Course 1: The Basics and Return Business
• Course 2: In-Person and Digital Customer Service
• Course 3: Dealing with Difficult Customers.

Objectives: upon completion of this course, participants will learn:

• The difference between internal and external customers
• How to keep a positive attitude throughout the day
• How to understand a customer’s situation and needs
• Several ways to help generate return business
• How to deal with at-your-desk requests and complaints
• Phone etiquette, tips and tricks
• De-escalating anger and establishing common ground with customers
• How to deal with vulgarity, insults and threats.

Designed for:

• This course is designed for organisation-wide delivery and provides employees and employers with specific knowledge relating to the conflict resolution process.

Outcomes:

• On successful completion of these three courses, participants will have a thorough understanding of correct customer service etiquette. They will understand the advantages of being able to communicate efficiently with customers, and the importance of generating return business.

Duration:

• 45 minutes