Learn About The Elements Of Customer Service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
In this course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and the five practices in James Kouzes and Barry Posner's “The Leadership Challenge.”
Only 6 to 8 hours of study is required per course.
Recognition & Accreditation
These courses are internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by e-Courses4You are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. e-Courses4You is committed to high completion rates and therefore 100% student satisfaction.
What The Course Will Teach You:
- Identify ways to establish links between excellence in customer service and your business practices and policies
- Develop the skills and practices that are essential elements of a customer service-focused manager
- Recognize what employees are looking for to be truly engaged
- Recognize who the customers are and what they are looking for
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage
- Much more...
Units Of Study
Certificate In Customer Service Training: Managing Customer Service
Only 6 to 8 hours of study is required per course.
Session 1: Course Overview
Pre-Assignment Article, Part One
Pre-Assignment Article, Part Two
Pre-Assignment Article, Part Three
Session 2: Six Critical Elements
Element One: A Customer Service Focus
Element Two: Defined in Your Organization
Element Three: Given Life by the Employees
Element Four: Problem Solving
Define the Problem
Research and Analyze the Problem
Establish a Criteria List
List Possible Alternatives
Evaluate Each Alternative
Select the Best Alternative(s)
Element Five: Measure It
Fish Bone (Cause and Effect, or Root Cause)
Element Six: Reinforce It
Developing and Maintaining Relationships
Phrases for Customer Service Success
Measurement in Practice
Session 3: Understanding Leadership
Understanding Your Comfort Zone
Our Comfort Level
The Cyclical Process
Onboarding and Orientation
The First Day
Your Role as a Leader
Session 4: Five Practices of Leadership
Challenging, Inspiring, and Enabling
Challenge the Process
Inspire a Shared Vision
Enable Others To Act
Modeling and Heart
Practices in Practice
Session 5: A Personal Action Plan
Where I Want to Go
How I Will Get There
With eCourses4You's e-learning system, certification has never been simpler! You can be starting your IT career or taking your current IT skills to the next level in just a few short weeks. Our award winning learning system gives you all of the benefits of a live class at just a fraction of the cost.
eCourses4You’s courses include:
Expert Instructor-Led Training
eCourses4You uses only the industry’s finest instructors in the IT industry. They have a minimum of 15 years real-world experience and are subject matter experts in their fields. Unlike a live class, you can fast-forward, repeat or rewind all your lectures. This creates a personal learning experience and gives you all the benefit of hands-on training with the flexibility of doing it around your schedule 24/7.
Visual Demonstrations & Multimedia Presentations
Our courseware includes instructor-led demonstrations and visual presentations that allow students to develop their skills based on real world scenarios explained by the instructor. eCourses4You always focuses on real world scenarios and skill-set development.
Quizzes & Exam Simulators
eCourses4You’s custom practice exams prepare you for your exams differently and more effectively than the traditional exam preps on the market. You will have practice quizzes after each module to ensure you are confident on the topic you have completed before proceeding.
This will allow you to gauge your effectiveness before moving to the next module in your course. eCourses4You Courses also include practice exams designed to replicate and mirror the environment in the testing center. These exams are on average 100 questions to ensure you are 100% prepared before taking your certification exam.
Social Learning & Networking
Flash Cards & Educational Games
Navigation & Controls
Minimum specifications for the computer are:
Microsoft Windows XP, or later
Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
OSX/iOS 6 or later
Modern and up to date Browser (Firefox, Chrome, Safari)
Internet bandwidth of 1Mb or faster
Flash player or a browser with HTML5 video capabilities (We recommend Google Chrome)