01. Welcome | ||
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Course Guide | ||
Introduction | ||
Practice | ||
Self Assessment |
02. What is Customer Service? | ||
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Introduction | ||
Why it's Important | ||
Customer Expectations | ||
The Customer Journey |
03. First Impressions | ||
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Overview | ||
Personal Presentation | ||
Grooming | ||
In the Spotlight | ||
With Your Coach |
04. Our Part | ||
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Overview | ||
Development & Training | ||
Feedback |
05. Your Part | ||
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Overview | ||
Choosing Your Attitude | ||
Being Interested | ||
Applying Yourself | ||
Body Language | ||
Energy | ||
With Your Coach |
06. Engaging With Customers | ||
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Overview | ||
Appropriate Greetings | ||
Smiling | ||
Staying Visibile & Available |
07. Customer Signals | ||
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Overview | ||
Signals From Customers |
08. Reasons for Visiting | ||
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Overview | ||
Transitioning Questions | ||
Taking Them to the Product | ||
With Your Coach |
09. Communicating | ||
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Overview | ||
Show You're Listening | ||
Understanding | ||
Communication Don'ts | ||
Being Effective |
10. Being Professional | ||
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Overview | ||
Offering Solutions | ||
Being Polite | ||
Being Friendly | ||
Being Enthusiastic | ||
Being Helpful | ||
If you Don't Know the Answer |
11. What Upsets Customers | ||
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Overview | ||
Ignoring Customers | ||
No Eye Contact | ||
Making Phone Calls | ||
Talking to Team Members | ||
Being Rude | ||
Under-Utilised Team Members |
12. Resolving Complaints | ||
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Overview | ||
Are Customers Always Right? | ||
Resolving the Issue | ||
4 Step Process | ||
With Your Coach |
13. Answering the Phone | ||
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Overview | ||
What to Say | ||
Forbidden Phrases | ||
Alternative Phrases | ||
Taking Messages |
14. Processing the Sale | ||
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Overview | ||
Eye Contact | ||
Chatting With Your Customer | ||
Efficiency | ||
Adding Value | ||
Queues | ||
Escalating Issues |
15. Farewelling Customers | ||
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Overview | ||
Saying Thank You | ||
With Your Coach | ||
Congratulations |
16. Final Quiz | ||
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Quiz |
Getting Started | ||
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Welcome | ||
What is Customer Service? | ||
First Impressions |
What it Takes | ||
---|---|---|
Our Part | ||
Your Part |
Experiences | ||
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Being Professional | ||
What Upsets Customers | ||
Resolving Complaints |
The Last Impression | ||
---|---|---|
Answering the Phone | ||
Processing the Sale | ||
Farewelling Customers | ||
Final Quiz |