This course is designed to introduce the Customer Service Excellence standard to University of London Worldwide (UoLW) staff.
- Teacher: Richard Clark
This course provides the next level of training towards the UoL Worldwide Customer Service Excellence programme.
- Welcome & recap of CSE Standard/Introduction to CSE
- Methods for Improving Customer Service:
- Verbal Greetings (face-to-face, online & via telephony)
- Putting on hold/transferring
- Listening to our Customers
- Sympathy vs Empathy
- Tone, Language & Jargon
- Dealing with Frustrated/Angry Customers (De-escalation)
- Customer Service Models