Customer Service Certificate

Body Language On and Off the Phone

Body language is a communication tool that is very influential in determining how we are perceived, and how we perceive others. However, we are not always aware of the messages we are communicating through body language, and are even less aware of how those messages might be communicated over the phone. In this module, we will look at how body language is perceived both on and off the phone, and how you can improve your message by being aware of, or changing, your body language.

Body Language On and Off the Phone is one of twelve modules in the Customer Service program.

Communication Styles

Communication is one of the most important functions of any company. Each company needs to communicate internally with all levels of employees, and externally with clients, stakeholders, suppliers, and the general public. The better your communication skills - both internally and externally - the better able you and your company will be at providing quality service. This module will walk you through many techniques that will improve your ability to communicate effectively.BR>
Communication Styles is one of twelve modules in the Customer Service program.

Creating Valuable Customer Relationships

Good customer relations are a key success factor in any business. This module will help you discover the advantages to you and your customers of reaching out to each other and communicating openly. You will examine issues such as rapport and trust, and identify what clients want in terms of communication. You will learn some techniques for establishing trust and eliminating negative messages from your communication, both of which will have a significant impact on your client relations. Finally, you will discover some challenging personality types and learn strategies for dealing with them.

Creating Valuable Customer Relationships is one of twelve modules in the Customer Service program.

Creating Winning First Impressions

First impressions are made within minutes, but they last much longer than that and can seriously affect a client’s decision to choose you and your company or to go elsewhere. Making a positive first impression requires knowing the elements that influence them, and learning how to control them. In addition to what happens in the first few minutes, however, there is the need to maintain the impression, and this requires effective communication skills.

Creating Winning First Impressions is one of twelve modules in the Customer Service program.

Diffusing Tense Situations

Conflict is inevitable, whether at home or at work. However, conflict in business can seriously damage your relationship with your client and cause the client to sever ties with your company. To prevent this from happening, you need to learn to recognize the characteristics of a conflict and develop strategies for diffusing tense situations before they escalate. Managing conflict is a skill, and one that will enhance your ability to provide quality service to your clients.

Diffusing Tense Situations is one of twelve modules in the Customer Service program.

Essential Multicultural Communication

What is multiculturalism? Multiculturalism involves the acceptance of all people, and allows for the diversities between cultures races, colours, genders, sexual orientation, and physical or mental ability. It is the principal upon which the Canadian Charter of Rights and Freedoms is based.

Multicultural communication involves dealing with the communication issues that arise from living and working within a diverse community. This module allows you to explore some of the key issues in multicultural communication, and then develop some skills that will help you to become a better communicator in a diverse, multicultural business environment.BR>
Essential Multicultural Communication is one of twelve modules in the Customer Service program.

Helping and Keeping Clients

Each client that approaches you is looking to be helped in some way. If you are able to determine the needs of that client, you will likely be able to provide quality service. And once a client knows that you are committed to meeting their needs, they will likely continue to turn to you in the future, and you will have taken a significant step towards building a long-term and productive relationship.

Helping and Keeping Clients is one of twelve modules in the Customer Service program.

Practice Active Listening

How often have you attended a meeting and walked away without a clear recollection of what was discussed? You might have heard what was being said, but you weren't really listening. And that's the problem. Active listening is a skill that few of us possess, but it is a skill that is worth learning because it will improve your ability to provide quality service to your customers. This module will help you improve your listening skills by explaining the difference between hearing and listening, and by outlining the steps involved in becoming an active listener.

Practice Active Listening is one of twelve modules in the Customer Service program.

Providing Quality Service

Quality service involves more than meeting client expectations. In fact, it is the term given to a business philosophy and management technique that is focused on exceeding client expectations. A key component of quality service is quality communication. In this module you will learn how you can help improve your company's level of service and customer satisfaction by improving the quality of your communication.BR>
Providing Quality Service is one of twelve modules in the Customer Service program.

Providing Service Excellence

The secret to really good service is to treat your customer the way you would want to be treated. So, why is it so hard to find in today's world of business? In our new economy, with all the technological tools in our hands, customer service should be easy to deliver. But customer service cannot be fully automated; it has to happen with and between people. And, even though we know when we receive good customer service, it is hard to define or to quantify. In this module, we will look at the value of customer service and how to implement it in organizations. Customer service is a cornerstone of any business and every employee can make a difference.

Providing Service Excellence is one of twelve modules in the Customer Service program.

Telephone Skills

Telephones. Everyone has one, but how many of us still haven't mastered the skills we need to use it effectively and efficiently? We play telephone tag, missing each other by seconds. Often our voicemail volume equals our email volume. And there are times when the phone still seems like a barrier to communicating a message without confusion and misunderstanding. It doesn't have to be this way.

This module will discuss proper call management for businesses. We will describe measurement tools for monitoring your telephone performance. We will talk about how you can use telephone skills to improve your level of customer service. And we will look at ways to reduce communication errors when using the phone.

Telephone Skills is one of twelve modules in the Customer Service program.