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365 dages online kursus

Online kursus: Customer Service Fundamentals

Få adgang til et godt udvalg af værktøjer til at arbejde med kundeservice – både i callcenter og i forhold til dine interne kunder. Denne kursuspakke giver dig desuden et beredskab til håndtering af utilfredse kunder. Kurserne er på engelsk og foregår online, når det passer dig. Du har adgang til online kursuspakken i 365 dage.

online kurser

Upgrade your basic customer service skills

Good customer service and strong customer relationships begin with knowing your customer, understanding their situation, and communicating clearly. Call centers must deliver solid customer service and still meet departmental objectives. In the end, customer service should focus on how to better serve and benefit the customer. This online course package provides you the basic understanding of customer service in the field, internal customer service and how to deal with angry customers.

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Target audience

Individuals who want to develop or refresh their customer service skills. This could be individuals in a management or leadership role who can affect how customer service can be implemented within an organization, such as Call Center Representatives, Supervisors and Managers.

Benefits

  • Build rapport with a customer
  • Provide excellent customer service in the field in a given scenario
  • Provide excellent telephone customer service
  • Identify a process to deliver on your internal customers' needs
  • Recognize how to defuse angry customers and handle their complaints
  • Recognize how to implement effective service standards

Collection content

Building rapport in customer relationships
This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them.
Customer service in the field
This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance.
Customer service over the phone
This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer.
Internal customer service
This course explores who internal customers are, the expectations placed on serving internal customers, and how to treat your coworkers as you would your external customers.
Customer service confrontation and conflict
This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration.
Shaping the direction of customer service in your organization
This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers.
Aligning performance to key indicators
This Business Impact focuses on the importance of helping call-center agents identify key performance indicators so they can maintain the balance between the needs of clients and the needs of the company.
The angry caller: What’s your plan?
This Business Impact explores a four-step approach for making encounters with irate customers a productive experience.

Tidsforbrug

Kursuspakken består af 8 kurser, hvor hvert kursus gennemsnitligt varer en time. Hele kursuspakken kan således gennemføres på ca. 8 timer.

Form

Denne online kursuspakke består af flere forskellige kurser, som du ved tilmelding har adgang til i 365 dage. Hvert enkelt kursus er opdelt i flere kursusmoduler, som du via en oversigtsmenu kan tage i den rækkefølge, du ønsker. Modulerne indeholder lyd, billeder og tekst, der gennemgår kursusindholdet. Nogle moduler indeholder små videofilm med scenarier og cases. Ved hvert kursus har du mulighed for at teste din forståelse af indholdet med tests, som du kan tage både før, under og efter kurset. Du gennemfører kursusmodulerne via din computer eller tablet med lyd og adgang til Internettet. Du kan selv styre, hvornår du vil tage modulerne – og de kan sættes på pause undervejs. Der bliver indsat bogmærker, der hvor du er nået til, så du altid har mulighed for at fortsætte, hvor du sidst kom til.

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Søgte du et andet online kursus?

Vi tilbyder over 7.000 forskellige online kurser inden for mange forskellige områder. Kontakt os på tlf. 72203000 eller kurser@teknologisk.dk, så vi kan hjælpe med at imødekomme dit behov.

Se desuden listen over vores udvalgte online kurser.

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Er I en afdeling, en hel virksomhed eller blot flere personer, der ønsker adgang til online kurser, så kontakt os og få et tilbud på tlf. 72203000 eller kurser@teknologisk.dk

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