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Level 1 The Principles of Customer Service
Welcome To Your Customer Service Course
Introduction to course (1:11)
Unit : Know how to provider customer service
Describe different types of customers (1:19)
Identify needs of customers (1:31)
Customer Satisfaction (0:42)
Customer Expectations (0:54)
Unit : Understand how to communicate with customers
List the methods of communication that can be used when dealing with different customers (0:35)
State the type of questions to use when dealing with different customers (1:40)
Describe positive and negative body language and facial expression (1:58)
State how the customers' body language impacts on customer service (1:33)
State how own body language can impact on customer service (0:59)
Unit : Know how to provide good customer service
State the importance of providing products and services which are 'fit for purpose' (1:27)
State the importance of customer and organisation confidentiality (0:40)
State the limits of own authority (1:10)
Unit : Know how to deal with queries, problems and complaints
Describe the differences between a customer query, a customer problem and a customer complaint (1:53)
State how to deal with customer queries (1:07)
Describe common customer problems and complaints (0:59)
State how to deal with problems and complaints (1:51)
End of Course - Thank you
End of Course - Next Steps (0:29)
State the type of questions to use when dealing with different customers
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