Customer Service Basics

This course explores some introductory information about what quality service is and isn't, and the benefits of delivering great customer service. You'll see how you can increase your job satisfaction and further develop essential job skills all by focusing on providing quality customer service. Furthermore, this course examines how the cost of retention compares to the cost of acquisition and investigates the main reasons why companies lose customers. Finally, you'll explore communication styles, how to build rapport, how to be empathetic, and the importance of being positive, decisive, and helpful. You might discover its easier to say unhelpful things than you think! 

This course includes the following chapters:
  • Chapter 1: Quality Customer Service
  • Chapter 2: Customer Retention
  • Chapter 3: Relationship Building
What You Will Learn:
  • What is quality customer service?
  • Job satisfaction
  • Developing job skills
  • Customer retention
  • Why is customer retention important?
  • Why companies lose customers
  • Your role in customer acquisition and retention
  • Communication styles
  • How to be likeable
  • Empathy
  • The power of positivity, decisiveness, and helpfulness
    Target Audience:
    • New hire employees
    • All customer service employees
    • Individuals looking to improve their skills
    • Team Leads
    • Supervisors
    • Managers and above
    css300_customer_service_basics

    Course Code: CSS300
    Course Duration: 2 Hours
    Price: $149 CAD - plus applicable taxes


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    What's included
    • 12 months access to the digital course
    • Delivery via Orion Learning LMS
    • Course handbook, where applicable
    • Course Content
    • Interactive Course Activities
    • Course Quizzes
    • Course Assessment
    • Course Certificate
    • Progress Reporting

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    Customer Service Policies and Procedures

    Policies and procedures may be implemented for a variety of reasons, but ultimately, no matter why they are in place, it is your job as an employee to know and follow them. In this course, you will learn more about why policies and procedures are important to know and follow for customer service. You will also practice interpreting and following policies and procedures and explore some of the possible consequences of not following them properly.
    What You Will Learn:
    • Introduction: Policy & Procedure
    • Escalation: Interpreting Policy & Procedure
    • Why Follow Procedures
      Target Audience:
      • New hire employees
      • All customer service employees
      • Individuals looking to improve their skills
      • Team Leads
      • Supervisors
      • Managers and above
      css303_customer_service_policies_and_procedures

      Course Code: CSS303
      Course Duration: 1 Hour
      Price: $149 CAD - plus applicable taxes


      Click here for volume discounts for this product.

       

      What's included
      • 12 months access to the digital course
      • Delivery via Orion Learning LMS
      • Course handbook, where applicable
      • Course Content
      • Interactive Course Activities
      • Course Assessment
      • Course Certificate
      • Progress Reporting

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      Discovering Customer's Problems

      It is very important that agents are skilled at identifying the underlying causes of their customer's problems. In this course, you'll learn more about different strategies and techniques you can use to identify the true cause of your customer's problems, including using customer history, root cause analysis, the 5 why's and fishbone diagram techniques, and the PRIDE method.
      What You Will Learn:
      • Using Customer History
      • Root Cause of Customer Dissatisfaction
      • Methods of Determining the Root Cause of Customer Dissatisfaction
      • Customer Needs: P.R.I.D.E Introduction
        Target Audience:
        • New hire employees
        • All customer service employees
        • Individuals looking to improve their skills
        • Team Leads
        • Supervisors
        • Managers and above
        css305_discovering_customers_problems

        Course Code: CSS305
        Course Duration: 1 Hour
        Price: $149 CAD - plus applicable taxes


        Click here for volume discounts for this product.

         

        What's included
        • 12 months access to the digital course
        • Delivery via Orion Learning LMS
        • Course handbook, where applicable
        • Course Content
        • Interactive Course Activities
        • Course Assessment
        • Course Certificate
        • Progress Reporting

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        Effective Listening

        When you hear something, does it also mean that you're listening? Is it one and the same thing? We often mistake these two terms as interchangeable. This course will describe the difference between hearing and listening and how effective listening is a key contributor to successful communication in all aspects of life.

        This course includes the following chapters:
        • Chapter 1: Elements of Active Listening
        • Chapter 2: Core Issues Related to Listening
        • Chapter 3: Overcoming Listening Issues and Applying Active Listening
        What You Will Learn:
        • Introduction to active listening
        • Workplace barriers
        • Attending skills
        • Perceptions
        • Following skills
        • Root cause analysis
        • Reflecting skills
        • Overcome listening barriers
        • General types of listening barriers
        • Active listening
          Target Audience:
          • All employees
          • Individuals looking to improve their skills
          • Team Leads
          • Supervisors
          • Managers and above
          com100_effective_listening

          Course Code: COM100
          Course Duration: 8 Hours
          Price: $399 CAD - plus applicable taxes


          Click here for volume discounts for this product.

           

          What's included
          • 12 months access to the digital course
          • Delivery via Orion Learning LMS
          • Course handbook, where applicable
          • Course Content
          • Interactive Course Activities
          • Course Quizzes
          • Course Assessment
          • Course Certificate
          • Progress Reporting

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          Evaluating Customer Service

          Being evaluated can be stressful for some people, while others find it exciting. One way to eliminate this stress is to take the mystery out of the test, or to understand what is being evaluated and why. In this course we'll look at why and how customer service is evaluated. We'll look at different types of customer service evaluations and performance reviews. You'll see what aspects of service are being evaluated and how you can improve your job performance.
          What You Will Learn:
          Target Audience:
          • New hire employees
          • All customer service employees
          • Individuals looking to improve their skills
          • Team Leads
          • Supervisors
          • Managers and above
          css304_evaluating_customer_service

          Course Code: CSS304
          Course Duration: 1 Hour
          Price: $149 CAD - plus applicable taxes


          Click here for volume discounts for this product.

           

          What's included
          • 12 months access to the digital course
          • Delivery via Orion Learning LMS
          • Course handbook, where applicable
          • Course Content
          • Interactive Course Activities
          • Course Assessment
          • Course Certificate
          • Progress Reporting

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          Handling Difficult Customers

          Unfortunately, one part of many jobs has to do with dealing with frustrated, angry, or upset customers. This course provides you with some strategies to add to your customer service tool kit for: communication strategies and techniques, problem resolution, and techniques for maintaining your own emotions. It also covers when you should draw the line with a customer who is excessively difficult (using vulgar language, being verbally abusive or threatening).


          This course includes the following chapters:
          • Chapter 1: Different Types of Difficult Customers
          • Chapter 2: Handling Hostile Customers
          • Chapter 3: Problem Resolution
          • Chapter 4: Escalation Procedures
          • Chapter 5: Calming Customer Emotions
          • Chapter 6: Techniques For Handling Agent Emotions
          What You Will Learn:
          • Types of difficult customers
          • Hostile customers
          • Creating a customer log
          • Dealing with abusive customers
          • Types of hostile and abusive customers
          • Problem resolution resources
          • Common problem resolution techniques
          • Problem solving stages
          • Customer history related to current issues
          • Problem escalation procedure
          • Time-driven and event escalation
          • Escalation procedure practice
          • The C.A.R.P. method
          • 12 steps to diffusing a hostile customer
          • Dealing with abuse
          • Tools for reducing conflict
          • Discussion to conflict
          • Employee stress
          • Understanding anger
          • Learning to cope
          • Coping practice
            Target Audience:
            • New hire employees
            • All customer service employees
            • Individuals looking to improve their skills
            • Team Leads
            • Supervisors
            • Managers and above
            css302_handling_difficult_customers

            Course Code: CSS302
            Course Duration: 1 Hour
            Price: $149 CAD - plus applicable taxes


            Click here for volume discounts for this product.

             

            What's included
            • 12 months access to the digital course
            • Delivery via Orion Learning LMS
            • Course handbook, where applicable
            • Course Content
            • Interactive Course Activities
            • Course Quizzes
            • Course Assessment
            • Course Certificate
            • Progress Reporting

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            Rebuilding Customer Relationships

            When you're faced with a situation where a customer has already had negative experiences with your company, it can be difficult to rebuild a trusting relationship. In this course you'll learn about why it's important to rebuild customer relationships and useful methods for addressing and repairing customer relationships. Using a six step process, you'll learn how to properly address a customer's concerns, fix his or her existing problem, provide atonement for previous dissatisfaction, as well as other methods to rebuild trust with existing customers.
            What You Will Learn:
            • Rebuilding relationships: Why?
            • Service Recovery Process Introduction
            • Rebuilding Trust
              Target Audience:
              • New hire employees
              • Current or experienced employees
              • Individuals looking to improve their skills
              • Team Leads
              • Supervisors
              • Managers and above
              css306_rebuilding_customer_relationships

              Course Code: CSS306
              Course Duration: 1 Hour
              Price: $149 CAD - plus applicable taxes


              Click here for volume discounts for this product.

               

              What's included
              • 12 months access to the digital course
              • Delivery via Orion Learning LMS
              • Course handbook, where applicable
              • Course Content
              • Interactive Course Activities
              • Course Assessment
              • Course Certificate
              • Progress Reporting

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              Understanding Your Customer

              In this course, you'll look into different types of customer needs, especially unstated needs. Satisfying your customers may be more complex than you originally thought. Solving their problems and answering their questions is not enough. Next, you'll explore how to identify, validate, and meet customers stated and unstated needs by using different probing techniques and other active listening skills, as well as a 5 phase approach to problem solving. Finally, you'll investigate how customer needs are related to service and product options and how you can use your customers background information, such as call history, to provide them with better customer service.

              This course includes the following chapters:
              • Chapter 1: Customer Needs
              • Chapter 2: Identifying, Validating, and Meeting Customer Needs
              • Chapter 3: Customer Information
              What You Will Learn:
              • The Kano Model
              • Recognizing customers unstated needs
              • Another unstated need: consistency
              • How to identify customer needs
              • Validating customer needs
              • Meeting customer needs
              • Determining service options
              • Who are your customers?
              • Customer information
                Target Audience:
                • New hire employees
                • All customer service employees
                • Individuals looking to improve their skills
                • Team Leads
                • Supervisors
                • Managers and above
                css301_understanding_your_customer

                Course Code: CSS301
                Course Duration: 1 Hour
                Price: $149 CAD - plus applicable taxes


                Click here for volume discounts for this product.

                 

                What's included
                • 12 months access to the digital course
                • Delivery via Orion Learning LMS
                • Course handbook, where applicable
                • Course Content
                • Interactive Course Activities
                • Course Quizzes
                • Course Assessment
                • Course Certificate
                • Progress Reporting

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                Verbal Communication


                The ability to communicate articulately and effectively to varying audiences is a key skill in all professions. This course will help you to develop or refine your verbal communication skills in the use of professional business language and information gathering techniques.

                This course includes the following chapters:
                • Chapter 1: Information Gathering Techniques
                • Chapter 2: Questioning Techniques
                • Chapter 3: Speaking Style
                • Chapter 4: Summarization to Confirm Accuracy
                What You Will Learn:
                • Introduction to information gathering
                • The purpose of the interview
                • Introduction to questioning
                • Types of questions
                • Contact Center practical tips for effective questioning
                • Introduction to the voice
                • Speaking characteristics
                • Telephone voice
                • Summarization introduction
                • Steps to conversation summarization
                • Summarizing technical instructions
                  Target Audience:
                  • All employees
                  • Individuals looking to improve their skills
                  • Team Leads
                  • Supervisors
                  • Managers and above
                  com101_verbal_communication

                  Course Code: COM101
                  Course Duration: 8 Hours
                  Price: $399 CAD - plus applicable taxes


                  Click here for volume discounts for this product.

                   

                  What's included
                  • 12 months access to the digital course
                  • Delivery via Orion Learning LMS
                  • Course handbook, where applicable
                  • Course Content
                  • Interactive Course Activities
                  • Course Quizzes
                  • Course Assessment
                  • Course Certificate
                  • Progress Reporting

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                  Written Communication

                  E-mail, texting, and instant messenger applications for communication are norms in all professions. Without a commitment to strong writing skills, an intended message can be misread or misunderstood. This course on written communication will help you to develop and refine your professional writing skills.

                  This course includes the following chapters:
                  • Chapter 1: The Importance of Reading and Writing Skills
                  • Chapter 2: Creating Case Notes
                  • Chapter 3: Simplifying Written Communication
                  • Chapter 4: General Business Writing Skills
                  • Chapter 5: Corporate Internal Correspondence
                  What You Will Learn:
                  • Reading skills
                  • Writing skills
                  • Introduction to case notes
                  • Summarizing for case notes
                  • Creating case notes
                  • Summarizing written communication
                  • Writing clearly
                  • Writing concisely
                  • Writing completely
                  • Reading skills
                  • Writing skills
                  • Introduction to case notes
                    Target Audience:
                    • New hire employees
                    • All employees
                    • Individuals looking to improve their skills
                    • Team Leads
                    • Supervisors
                    • Managers and above
                    com102_written_communication
                    Course Code: COM102
                    Course Duration: 8 Hours
                    Price: $399 CAD - plus applicable taxes


                    Click here for volume discounts for this product.

                     

                    What's included
                    • 12 months access to the digital course
                    • Delivery via Orion Learning LMS
                    • Course handbook, where applicable
                    • Course Content
                    • Interactive Course Activities
                    • Course Quizzes
                    • Course Assessment
                    • Course Certificate
                    • Progress Reporting

                    ISSA Logo