Platform offers free Customer Service course

Time and again, we see evidence that great customer service experiences are essential to maintaining customer loyalty and satisfaction.

According to a 2015 survey by Aspect Cloud Solutions, 76% of respondents view “customer service as a ‘true test’ of how much a company values ​​them.”

Customer service training is vital to maintaining excellent customer relations. But not every team has the resources or time to create their own training regimen.

When hiring new employees with a variety of customer service experiences, it can be difficult to know if everyone is equipped with similar – or very different – ​​approaches to customer service. client. Combine that with the ever-increasing presence of global teams, and there's a huge potential for inconsistencies and miscommunication.

Cursos Escola Educação has launched the free online Customer Service course that can help you train your vital skills to serve consumers.

The online module meets the time, budget and learning needs of workers and companies, as interested parties only pay for issuing a certificate, which proves the individual's qualification in this course.

Course content

• The service professional
• Position of the professional and the company
• Desired skills for the customer service professional
• Proactivity and organization
• Emotional intelligence
• Treat well or serve the customer well?
• perceived quality
• Factors that influence the quality of care
• Difference between being well treated and well cared for
• The Seven Sins of Service
• How to exceed customer expectations
• Service quality conceptual model
• The different types of customers
• How does your customer think?
• Added value concept
• How much does the added value cost?
• Special service
• Customers and difficult situations: how to deal?
• Nine principles for handling complaints
• crisis management
• assertive behavior
• Negotiation
• Introducing customer benefits
• How to help the customer to decide?
• ladder of loyalty
• loyalty strategies
• CRM: concept and importance
• Telephonic service
• Small manual of manners and etiquette
• Phone time management
• Telephone answering errors
• the after-sales
• After-sales: what it is and why it matters
• Reviewing: nine principles for handling complaints
• Complaint management: Complaint handling step by step
• What is customer success?
• The Ten Commandments for Customer Service Excellence
• disney standard service
• The principles of quality of care

Requirements

There are no requirements to participate in this online course. Interested parties only need to enter the School of Education courses website and access the module.

If the student is interested in issuing a certificate of completion of the course (50 hours), R$ 39.90 is charged for the digital document and R$ 44.90 for the printed document + shipping.