Courses

A practical course in two parts for anyone who serves customers. Part one, face to face: understanding your role as a customer service professional, what customers expect, what great service looks and sounds like, best practice, questioning and listening skills, handling enquiries, handling complaints and dealing with difficult customers. Part two, on the telephone: why top-quality telephone skills matter, the challenges of telephone communication, the 4 E's, answering a call the right way, building rapport, listening and questioning, taking messages, putting callers on hold and transferring calls, best practice, investigating and responding to complaints, and dealing with difficult callers. Each unit combines short videos with a quick quiz (100% to pass) and downloadable PDF resources. Based on UK best practice. Course in English. Permanent access to the course. Trident Academy certificate on completion of all twenty-one units.

Modules

1. Understanding Your Role as a Customer Service Professional10 min
2. What Do Our Customers Expect from Us?9 min
3. What Great Customer Service Looks & Sounds Like10 min
4. Best Practice Customer Service Face-to-Face11 min
5. Developing Questioning & Listening Skills9 min
6. Handling Customer Enquiries9 min
7. How to Handle a Complaint9 min
8. Dealing with Difficult Customers Face-to-Face9 min
9. The Importance of Top-Quality Telephone Skills9 min
10. The Challenges of Telephone Communication9 min
11. The 4 E's of Telephone Communication10 min
12. How to Answer a Call the Right Way9 min
13. Building Rapport over the Telephone9 min
14. Effective Listening Skills9 min
15. Effective Questioning Skills9 min
16. Taking Messages over the Phone9 min
17. Putting Callers on Hold & Transferring Calls10 min
18. Best Practice Customer Service over the Telephone11 min
19. Complaints – Investigating on the Phone9 min
20. Complaints – Responding on the Phone10 min
21. Dealing with Difficult Customers over the Telephone10 min