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    Customer Service Skills

    58 Lessons      04:06:06 hrs

    "Face is the Index of your mind" this saying holds good for this Customer Service Skills & their value more than themselves. WingsLive.com courses help you to know your customer more than themselves. The task of reading their mind can be accomplished easily with the help of our courses. As an outcome master the art of customer relationships by learning about the customer psychology which helps in winning customers

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    Lesson Plans

    Duration

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    Notes

    Excersice


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    • +

      Customer & Customer Service


       

      Introduction

      03:01

       

      N/A

       

      N/A


       

      Module Objectives

      01:08

       

      N/A

       

      N/A


       

      Topic 1 - Customer & Customer Service

      00:11

       

      N/A

       

      N/A


       

      Who is a Customer?

      01:48

       

      N/A

       

      N/A


       

      Types of Customers

      02:42

       

      N/A

       

      N/A


       

      Meaning of Customer Service

      01:37

       

      N/A

       

      N/A


       

      Importance of Good Customer Service

      03:38

       

      N/A

       

      N/A


       

      Benefits of Good Customer Service - I

      02:10

       

      N/A

       

      N/A


       

      Benefits of Good Customer Service - II

      03:18

       

      N/A

       

      N/A


       

      Categories of Customer Service

      02:44

       

      N/A

       

      N/A


       

      Role of Organization in Customer Service

      01:54

       

      N/A

       

      N/A


       

      Role of Individuals in Customer Service

      02:04

       

      N/A

       

      N/A


       

      Processes & Procedures in Customer

      07:23

       

      N/A

       

      N/A


       

      Principles of Good Customer Service

      13:46

       

      N/A

       

      N/A


       

      Summarization of Key-Points

      03:30

       

      N/A

       

      N/A


    • +

      Overview of Customer Service Skills


       

      Topic 2 - Overview of Customer Service Skills

      00:11

       

      N/A

       

      N/A


       

      Module Objectives

      00:50

       

      N/A

       

      N/A


       

      Essential Customer Service Skills

      08:04

       

      N/A

       

      N/A


       

      Role of Soft Skills in Customer Service

      03:07

       

      N/A

       

      N/A


       

      Do's & Don'ts of Emailing

      05:11

       

      N/A

       

      N/A


       

      Strengths of a Customer Service Employee

      12:02

       

      N/A

       

      N/A


       

      Characteristics of a Good Customer Service Representative

      06:37

       

      N/A

       

      N/A


       

      Reasons Customers get Angry

      01:02

       

      N/A

       

      N/A


       

      Winning Over Customers

      06:36

       

      N/A

       

      N/A


       

      Retaining Customers

      02:22

       

      N/A

       

      N/A


       

      Getting Customer Referrals

      07:59

       

      N/A

       

      N/A


       

      Customer Service Interview Questions

      05:35

       

      N/A

       

      N/A


       

      Summarization of Key-Points

      03:40

       

      N/A

       

      N/A


    • +

      Essential Do's & Don'ts of Customer Service


       

      Topic 3 - Essential Do's & Don'ts of Customer Service

      00:13

       

      N/A

       

      N/A


       

      Module Objectives

      01:43

       

      N/A

       

      N/A


       

      Listening & Empathising

      01:17

       

      N/A

       

      N/A


       

      Apologising Sincerely

      02:41

       

      N/A

       

      N/A


       

      Responding to Customers

      05:01

       

      N/A

       

      N/A


       

      Using Positive Language

      02:49

       

      N/A

       

      N/A


       

      Seeing Things from Customers Perspective

      03:54

       

      N/A

       

      N/A


       

      Having Real Conversations with Customers

      02:54

       

      N/A

       

      N/A


       

      Making a Good Impression

      02:16

       

      N/A

       

      N/A


       

      Assuming the Right Body Language Over Phone

      04:34

       

      N/A

       

      N/A


       

      Thanking Promptly

      03:00

       

      N/A

       

      N/A


       

      Must Not's While Communicating with Customers

      15:18

       

      N/A

       

      N/A


       

      Customer Service Pitfalls to be Overcome

      07:48

       

      N/A

       

      N/A


       

      Tips for Effective Customer Service

      02:07

       

      N/A

       

      N/A


       

      Summarization of Key-Points

      02:19

       

      N/A

       

      N/A


    • +

      Testing & Improving Customer Service Skills


       

      Topic 4 - Testing & Improving Customer Service Skills

      00:12

       

      N/A

       

      N/A


       

      Module Objectives

      02:20

       

      N/A

       

      N/A


       

      Testing Customer Service Skills

      05:31

       

      N/A

       

      N/A


       

      Preparing Customer Satisfaction Survey

      05:51

       

      N/A

       

      N/A


       

      Categories of Shopping Customers

      03:14

       

      N/A

       

      N/A


       

      Increasing Loyal Customers

      03:47

       

      N/A

       

      N/A


       

      Customer Service Training Methods

      06:25

       

      N/A

       

      N/A


       

      Improving Customer Service

      04:00

       

      N/A

       

      N/A


       

      Improving Service Via Verbal Communication

      09:50

       

      N/A

       

      N/A


       

      Improving Online Customer Feedback

      06:10

       

      N/A

       

      N/A


       

      Accepting Complaints as Feedback

      02:36

       

      N/A

       

      N/A


       

      How to Handle Customer Complaints

      09:00

       

      N/A

       

      N/A


       

      Golden Rules for Effective Customers

      10:01

       

      N/A

       

      N/A


       

      Summarization of Key-Points

      02:29

       

      N/A

       

      N/A


       

      End of Module

      02:36

       

      N/A

       

      N/A


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