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Customer Service Duties

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Study Mode: Online
Course view: 77770
Enrolled: 21001 students
Duration: Self-Paced Learning
Lectures: 8
Course type: Short Courses
Certificate of Completion: FREE
Customer Service Duties

Customer service workers may be assigned to workstations equipped with a telephone, headset, and computer. Others may be asked to work in a retail store to interact with customers in person.

Wherever and however you connect with them, customers may be angry or pose difficult-to-resolve problems.

A skilled customer service provider must develop abilities to effectively assess a situation, establish rapport, defuse anger, and work with wide diversity of customers who come from different cultural backgrounds.

Completing this course should take you approximately 8 hours.

Upon successful completion of this course, you will be able to:

  1. Demonstrate professionalism in difficult situations;
  2. Describe methods for dealing with challenging customers; and
  3. Identify tactics for dealing with culturally diverse customers.

Course Curriculum

SECTION 1: CUSTOMER SERVICE PROFESSIONALISM IN DIFFICULT SITUATIONS

1
Duties of A Customer Service Representative
Self-Paced
2
Extraordinary Customer-Service Problems
Self-Paced
3
Fixing Extraordinary Customer-Service Problems
Self-Paced
4
Dealing with Difficult Customers
Self-Paced
5
Customer Service Do’s and Don’ts
Self-Paced
6
Quiz
7 questions

SECTION 2: CUSTOMER DIVERSITY

1
Introduction to Customer diversity
Self-Paced
2
Serving Diverse and Multicultural Customers
Self-Paced
3
Wrapping Up
Self-Paced
4
Quiz
4 questions

 

SECTION 1: CUSTOMER SERVICE PROFESSIONALISM IN DIFFICULT SITUATIONS

1
Duties of A Customer Service Representative
Self-Paced
2
Extraordinary Customer-Service Problems
Self-Paced
3
Fixing Extraordinary Customer-Service Problems
Self-Paced
4
Dealing with Difficult Customers
Self-Paced
5
Customer Service Do’s and Don’ts
Self-Paced
6
Quiz
7 questions

SECTION 2: CUSTOMER DIVERSITY

1
Introduction to Customer diversity
Self-Paced
2
Serving Diverse and Multicultural Customers
Self-Paced
3
Wrapping Up
Self-Paced
4
Quiz
4 questions

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