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Customer Service

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Customer Service Fundamentals: Building Rapport in Customer Relationships

Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns.
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$75

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1 hours
Start Date: Open enrollment

Communication Skills

Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative...
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$75

USD

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3.50 hours
Start Date: Open enrollment

Dealing with Irrational Customers and Escalating Complaints

Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place...
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$75

USD

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2 hours
Start Date: Open enrollment

Customer Service over the Phone

Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face...
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$75

USD

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1 hours
Start Date: Open enrollment

Customer Service Processes and Procedures

Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner.
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$75

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3 hours
Start Date: Open enrollment

Customer-driven Process Improvement: Identifying Customer Needs

Rapid change and intense competition mean that organizations have to establish and maintain a clear, consistent understanding of their customers' requirements, and then meet those requirements on an ongoing basis.
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$75

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1 hours
Start Date: Open enrollment

Customer Advocacy: Supporting Customer Advocacy

The success of customer advocacy efforts is directly related to an organization's ability to not only meet but also exceed customer expectations at every point of contact. This requires a knowledgeable and motivated employee base that has a solid...
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$75

USD

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1 hours
Start Date: Open enrollment

ITIL® 2011 Edition Overview: Creating a Service Culture

Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment. But how do you balance the growing need for information technology management with tried and true...
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$75

USD

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2 hours
Start Date: Open enrollment

Support Center Services and Work Environment

The keys to success are creating a support culture that focuses on your customers' needs and building up your support team's skills and knowledge to provide that support. This course is intended to introduce the learner to the basic levels of service...
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$75

USD

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3 hours
Start Date: Open enrollment

ITIL® 2011 Edition Foundation: Service Design Processes

IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their...
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$75

USD

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2.50 hours
Start Date: Open enrollment
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