Customer Service Excellence 4 hours+
Take your customer service department to the next level with these online modules. From understanding how to actively listen, to customer service basics and dispatching, to understanding how the difference in generations can impact you workplace, these modules will get you going.
Click on any of the module titles below to find out more about them:
Active Listening
How do you measure up to what your customers expect using your current communication skills?
Communication skills are at the heart of everything we do. Active listening to what others are saying, processing that information and responding to it makes all the difference in getting the right information to the right people to do the best possible job for your customers.
This course will help you develop essential skills to meet and exceed your customers’ expectations by really hearing and responding to their needs.
- Define active listening and the key components
- Identify ways to become a better listener
- Create a listening mindset and use body language to reflect a positive listening attitude when appropriate
- Understand the communication process and be genuine in your communications
- Build relationships to create an authentic communication experience
- Identify common listening problems and solutions
Become a better communicator. Learn the elements of communicating effectively and sincerely.
Everyone in the company should attend this course.
At the end of this course, you will be able to:
- Identify effective methods of communicating
- Problem solve listening problems and identify ways to become a better communicator
- Define key components of active listening
- Build healthier relationships and trust based on good communication skills
- Respond to your customers with a greater understanding of their needs.
Included in this 38 minute course:
1. Active Listening Course Manual
2. Quick Reference Guide
Generational GAPS - The Impact on the Workforce
This course is designed to teach you about the characteristics of each generation in the workforce today. You will learn the cultural influences of each group and “where they are coming from”.
After completing this course, attendees will be better able to relate to the differences within each generational group and work together in more harmony. Managers will learn how to adapt their style to capitalize on each generation’s strength to create a better team.
This course is complete with a downloadable generation grid that defines each generation’s characteristics, including:
- Attitude Towards Authority
- Interactive Style
- Work Styles
- Perception of Careers & Work
- On the Job Assets & Liabilities
- Messages that Motivate
This online course will be beneficial to everyone in your company.
Customer Service II - Dispatching
CSR II is an on-line class designed to help a customer service person understand and deal with daily issues relating to managing service and install customers. Dispatchers and customer service staffers are one of the key personnel in any HVAC company. This course teaches them how they need to set the tone for all field personnel. A positive attitude and access to essential customer information is important to keep your internal and external customers satisfied daily.
Critical Elements of Customer Service
Does your team of customer service professionals know and understand how to deliver services that will outshine your competition?
Teach your customer service professionals the six critical customer service elements that will create loyal customers that come back time after time.
In this course, you will learn:
- An effective customer service approach
- An understanding of how your own behavior affects the behavior of others
- How to demonstrate confidence and skill as a problem solver
- To apply techniques to deal with difficult customers and situations
- Making a choice to provide superior customer service
We are all responsible for providing customer services that will meet and exceed our customers’ expectations. Learn how to assure your success with a genuine customer service focus and the skills that support your service goals.
The following positions (roles) will benefit from attending this course:
- Customer Service Representatives
- Service providers
- Customer Service Supervisors
What you will learn from this course.
- What is customer service?
- Create a personal vision to reach your goals
- Communication and telephone skills
- How to deal with difficult customers
- Effective problem solving
- Measuring your performance
The following resources, tools, forms, and/or downloads are included as part of this course:
- Critical Elements of Customer Service Course Manual
- Quick Reference Guide