Customer Service Pathway
Online Training for Employees

EIL Icon Rated 5 out of 5.
  • Customer Service Pathway
  • Angry Customers Remaining adult
  • Customer Service Right, What's in it for you?
  • Asking the Right Questions - The questioning funnel
  • Customer Service Pathway - Appropriate Appearance

Customer Service Pathway Overview

Eight highly interactive and engaging online training courses for employees introducing learners to the fundamentals of good customer service, exploring customer needs, matching their needs and coping with challenging situations. It also covers the sales sequence and how to deal with angry customers. According to research, 1 happy customer would tell 8 others whereas 1 dissatisfied customer service would tell 22 others.

Other benefits of these courses are:

  • Video case studies and multiple choice questions ensure the learner sees the impact of excellent service on their teams as well as on their own individual growth and performance.
  • Each course is accompanied by a downloadable eBook

Customer Service eLearning Outcomes

On completing the pathway, learners will:

  • Learn the difference between good and outstanding service
  • Link the features and benefits of your product or service to the customer’s needs
  • Understand how to create a professional and friendly first impression
  • Learn how to handle objections positively and professionally
  • Appreciate how important it is to really listen to the customer

Customer Service Pathway Features:

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Can you tell the difference between good and outstanding customer service

Learn how to evaluate the real impact of poor and good customer service on your customers and your organisation.

Do you know why your customers buy your products or services?

Learn how to link the features and benefits of what you sell to your customer’s needs and how to put the ‘customer first’ in your thinking, attitude and approach.

Learn how to make a good first impression and set the tone for a successful relationship.

Put yourself in your customer’s shoes and recognise what they see when they first meet you

Asking the Right Questions - The questioning funnel

Do you find it easy to understand what your customers need and want?

Find out how to use questions skilfully, listen actively and tune into your customer by reading body language and interpreting the meaning behind the words they say.

Learn how to handle objections positively and professionally

Translate what you know about your product, service and organisation to good advice and then give your full, individual attention to your customers.

Learn how to avoid the pitfalls that delay resolution and how to look for the opportunities to create customer loyalty

Recognise that complaints are opportunities! Find out how to approach them with a positive attitude and follow a systematic process to fix the problem with sensitivity.

Maintaining a professional calm approach when faced with angry customers can be challenging!

Learn how to defuse anger as you go through the process of resolving the issue and how to achieve an adult-adult, problem solving approach in the face of emotion.

Every Customer is different

Explore how to help a sample of different challenging customer situations with a friendly, calm and professional approach including: an uncommunicative customer, a customer who is wrong, an indecisive customer, a rude customer, and a customer who isn’t familiar with the ins and outs of your product or service