Course Objective

The “Fundamentals of Customer Service” course aims to enable participants to understand the importance of customer relationships for the health of a company. The course explores how to provide effective and consistent customer service, transforming adequate interactions into exceptional experiences. Upon completing the course, participants will be able to balance professionalism and personalization in service, meeting and exceeding customer expectations.

Program content

What is customer service and why is it important?
1.1 Have you ever been in this situation?
1.2 Video – Why customer service is a vital function for any business
1.3 What is customer service?
1.4 Why you need (good) customer service
1.4 4 components of good customer service
1.5 Practical exercise – Can you see the difference?
1.6 Summary

Balancing personal and professional customer service
2.1 Imagine this
2.2 Video – How to balance personal and professional customer service
2.3 What defines personal and professional customer service?
2.4 Why do you need both?
2.5 How to find the right balance
2.6 Additional Rules for Professionalism in Customer Service
2.7 Check your understanding
2.8 Summary

Meeting and exceeding customer expectations
3.1 Imagine this
3.2 Video – What customers expect and learn how to meet — and exceed — these expectations.
3.3 Understanding customer expectations
3.4 The benefits of meeting and exceeding expectations
3.5 6 tips for managing and exceeding customer expectations
3.6 Check your understanding
3.7 Summary

Summary – Good customer service helps businesses thrive
4.1 Personal and professional customer service
4.2 Above and beyond

Methodology

The course is offered online and consists of a series of interactive modules that combine theory and practice. Each module includes explanatory videos, case studies, quizzes and practical activities to consolidate learning. The course allows participants to progress at their own pace, ensuring flexibility and convenience.

Instructor

The course is taught by an expert with extensive experience in customer service and customer relationship management. With a career dedicated to improving service practices and customer satisfaction, he brings a combination of theoretical knowledge and practical experience to the course.

Target Audience

This course is ideal for professionals who work directly with customers, such as customer service representatives, salespeople, account managers, and anyone interested in improving their customer service skills. It is also suitable for business owners and managers who want to improve the quality of service in their organizations.

General Recommendations

• Set aside time each day to dedicate yourself to the course and absorb the content effectively.
• Be open to feedback and willing to adjust your customer service practices based on course learnings.

About Instructors

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