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  • Business Skills Training

    project_managementInterSource offers live instructor-led courses on all important operations-related skills, including Communications, Customer Service, Human Resources, Marketing, Team Building and Writing

    These live classes are offered via a Web interface.

  • About Business Skills

    Business Skills relate to communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues. It is also a means of relying between a supply chain, for example the consumer and manufacturer.

    Business Communication is known simply as "Communications." It encompasses a variety of topics, including Marketing, Branding, Customer relations, Consumer behaviour, Advertising,

    Public relations, Corporate communication, Community engagement, Research & Measurement, Reputation management, Interpersonal communication, Employee engagement, Online communication, and Event management. It is closely related to the fields of professional communication and technical communication.

    In business, the term communications encompasses various channels of communication, including the Internet, Print (Publications), Radio, Television, Ambient media, Outdoor, and Word of mouth.

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  • Course Details Business Skills

    Classes are offered via a live web conference. For detailed course outlines and scheduled classes, please see below.

    Online classes are never cancelled due to low enrollment. The instructors who teach our online classes are no less than outstanding, and each has years of practical and training experience.

    InterSource clients are active globally. Live web courses are priced in US dollars, and run during Eastern Standard Time (New York) business hours. We also run live web conference classes during European business hours, which can be invoiced in local currencies. For further information please contact us on +41 (22) 958 0114.

Customer Service Training

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Course duration

  • 1 day

Course Benefits

  • Understand customer service.
  • Identify internal and external customers.
  • Learn how to interact positively with customers.
  • Develop a positive attitude.
  • Learn to communicate effectively.
  • Learn to create and implement service standards.
  • Learn to evaluate and monitor service standards.
  • Learn to create memorable customer service.
Available Delivery Methods
Public Class
Public expert-led online training from the convenience of your home, office or anywhere with an internet connection. Guaranteed to run .
Private Class
Private classes are delivered for groups at your offices or a location of your choice.
Self-Paced
Learn at your own pace with 24/7 access to an On-Demand course.

Course Outline

  1. Customer Service Basics
    1. Defining Customer Service
    2. Internal and External Customers
      1. Internal Customers
      2. External Customers
    3. Interacting with Customers
      1. Amiable Customers
      2. Aggressive Customers
      3. Angry Customers
      4. Handling Stress
    4. Understanding What the Customer Wants
  2. Developing Responsible Customer Service Skills
    1. Developing a Positive Attitude
      1. Good People Skills
    2. Going a Step Beyond What Is Expected
      1. Active Listening
    3. Dealing with Complaints and Problems
      1. Problem Resolution
  3. Developing Verbal and Nonverbal Communication
    1. The Basics of Communication
      1. Tone
      2. Pitch
      3. Volume
    2. Customer Communication
      1. Building Rapport
      2. Establishing Credibility
  4. Customer Service Best Practices
    1. Creating Customer Service Standards from Best Practices
    2. Implementing Service Standards
      1. Service Standards and Job Descriptions
      2. Service Standards and Employee Orientations
      3. Service Standards and Ongoing Training
      4. Service Standards and Performance Reviews
    3. Monitoring Service Standards
      1. Management Role
      2. Service Team Role
    4. Maintaining Service Standards
  5. Attracting Loyal Customers
    1. Create Memorable Service
      1. Service Above and Beyond
      2. Great Customer Service Examples
    2. Develop Loyal Customers
      1. Reward Loyal Customers
      2. Survey Customers
      3. Involve Loyal Customers
      4. Keep in Touch with Loyal Customers
      5. Thank Loyal Customers
    3. How Loyal Employees Impact Customers
      1. Measuring Employee Loyalty
      2. Employee Job Satisfaction

Class Materials

Each student will receive a comprehensive set of materials, including course notes and all the class examples.

Since its founding in 1995, InterSource has been providing high quality and highly customized training solutions to clients worldwide. With over 500 course titles constantly updated and numerous course customization and creation possibilities, we have the capability to meet your I.T. training needs.
Instructor-led courses are offered via a live Web connection, at client sites throughout Europe, and at our Geneva Training Center.
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