Online Customer Service Course

Course Overview

This course introduces and reinforces customer service best practices, catering to both new and experienced professionals. Participants will explore strategies for identifying customer types, tailoring interactions to meet diverse needs, and maintaining professionalism in challenging situations. The program covers effective communication techniques, differences in service delivery across platforms, and ways to balance customer needs with organizational goals. Through scenarios and activities, learners gain practical tools to enhance their customer service approach.

Key Topics

• Customer Types: Identifying and adapting to agreeable, directive, analytical, and expressive customers.
• Tailoring Interactions: Adjusting customer service strategies to meet individual needs.
• Customer Service Language: Balancing politeness and efficiency in communication.
• Service Platforms: Understanding differences in providing service in-person, over the phone, or online.
• Body Language: Using nonverbal cues to positively influence customer perceptions.
• Handling Difficult Customers: Maintaining professionalism and addressing challenges effectively.
• Internal Communication: Collaborating with co-workers and supervisors to ensure seamless service.
• “No…but” Technique: Emphasizing solutions and what can be done.
• Improving Poor Service: Identifying and correcting ineffective customer interactions.

Learning Objectives

At the conclusion of this course, participants should be able to:

• Identify customers as one of four types and adapt interactions accordingly.
• Use customer service language that is polite, efficient, and solutions-focused.
• Recognize differences in service delivery across platforms (in-person, phone, online).
• Apply body language techniques to enhance customer experiences.
• Handle difficult customers with professionalism and empathy.
• Use the “No…but” technique to focus on solutions.
• Understand how teamwork and communication with colleagues impact customer service.
• Evaluate poor customer service examples and propose improvements.

Credits

• 0.1 IACET CEUs
• 1 ATD CI Credit

Key Features

• Mobile-friendly and audio-enabled content.
• Badge and credit-earning opportunities.
• Real-world case studies for practical application.
• Fully accessible materials.
• Interactive games and flashcards.
• Expert support for personalized guidance.
• Video lessons for enhanced understanding.

Refund Policy

Refunds may be requested within seven days of purchase. Refund eligibility requires that less than 10% of the course content has been completed. Course progress can be tracked on the Course Progress page.

Notes

• Estimated time to complete: 1 hour.
• The course includes an “Ask the Expert” feature for submitting questions about course content. Responses are provided by subject matter experts, typically within 24 hours.
• A minimum test score of 70% is required to qualify for IACET CEUs.

Pricing and Enrollment Information

$49.00 (US) per seat.