Customer Service (ICM)


The aim of this course is to;
• Highlight the importance of customer service standards and their impact on a customer’s experience.
• Help you and/or your team think in a customer-centric way.
• Explain customer service language and its importance in communicating with customers.
• Prepare you and/ or your group to handle demanding customers and difficult situations.
• Offer suggestions for managing service-related stress.

What Will I Learn?

  • Describe exceptional customer service.
  • Identify the benefits of great customer service.
  • Recognize barriers to the delivery of outstanding customer service.
  • Adapt to specific customer behavior styles.
  • Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
  • Use techniques for dealing with angry or upset customers.
  • Develop a personal action plan to improve customer-service skills.

Topics for this course

104 Lessons

What is Customer Service?

Cost of losing a customer00:00:00
Customer attributes
Importance of customer service
Understanding customer satisfaction
Five needs of every customer
Internal and external customers
Excellent customer service

Challenges of Customer Service

Problem Solving

Strategy and Formulating a Plan for Success


Communications in Customer Service

Coping with Challenging Customers


Leadership in Customer Service

Customer Retention and Measurement of Satisfaction

Technology and Customer Service

Excellence in Customer Service

About the instructors

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50 Courses

45 students

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