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This intense interactive online course is intended to train confident, courteous, self-assured and welcoming professionals who view themselves as valuable professionals and their customers as invaluable assets to their respective organizations. Students will practice public speaking, personal interaction and telephone etiquette amongst other practicum elements.
The program is organized around modules. The main modules are outlined as follows:
Module I: Customer Care Overview
- Who Are Your Customers?
- Identifying Your Customers
- Introduction To The GUEST Concept
- Essential Customer Service Skills
- Positive Attitude - Managing Customer Communications
- Do's And Dont's of Customer Care
Module II: Communication Etiquette
- Building Trust With Customers
- Receiving Telephone Calls
- Making Telephone Calls
- Sending Professional Emails
- Sending Professional Text Messages
- Professional Social Media Etiquette
- Assertiveness Training
- Empathy Training
- Rehearsals & Preparation
- Long-Term Relationship Building
Module III: Personality Typology
- The Meyers-Briggs Type Indicator
- Personality Types In Customer Interaction
- Conflict Management In Customer Service
Module IV: Telemarketing Techniques
- Using The Telephone As A Sales Tool
- Improving The Power Of The Voice
- Effective Verbal Communication
- Sales Call Planning
- Cold Calling Techniques
- Telephone Sales Contact Strategy
- Opening The Call
- Closing The Call
- Facial Expressions In Telemarketing
- Voicemail & Non-Real-Time Verbal Communication
Module V: Research Techniques - Methods & Sources
- Customer Insight From Social Media Sources
- Data-driven Web Analytics
- Use Of Tracking Cookies & Other Web-Based Techniques
- Open-Source Data Sources & Research Techniques
- Proprietary & Subscription-Based Data Sources
Module VI: CRM & ERP Software
- Introduction to CRM and ERP Software
- Review of CRM Software for Customer Service
- Review of ERP Software for Customer Service
- CRM Software Practicum
- ERP Software Practicum
Module VII: Closing The Sale
- Uncovering The Customer's Needs
- The (Vanishing) Art of Listening
- Selling Benefits
- Closing The Sale
- Overcoming Resistance
- Making Appointments
- Analyzing The Call
- Developing An Action plan