Customer Service
Online Training Courses

Mobile ready courses to provide your staff and managers the skills to drive superior customer service for your organization.

Employee Management and Development Courses

Customer Service Toolkit

Providing superior customer service is not only a desire, it is a must in today's competitive business market. These courses will provide both your staff and managers with the skills to drive superior customer service for your organization.

Customer Service Management - 8 Courses

Managers learn how manage, coach and inspire their customer service team to deliver high performing results.

Click the + sign below to review the course descriptions.

Shaping the Direction of Customer Service
As a leader focused on customer service, it is your role to determine how serving your customers supports the company’s overall direction and strategy. By setting and leading the direction of customer service, creating accountabilities, and communicating this vision to others, you will be able to help your company achieve its goals and deliver long-term success.

For this course you will focus on what you need to do as a leader to help shape and direct the customer service needs of the company.
Inspiring and Motivating Customer Service Agents
While there are a number of things you can do to motivate and inspire your team, there are a handful of actions that are effective no matter what type of organization you work for and who you have on your team. Certainly there will be individual differences between your team members, however the actions suggested in this course (if implemented), will certainly make a significant difference.

For this course you will review the set of leadership actions you can take to increase motivation and inspire your team.

By completing this course, you will: Know how to inspire and motivate your customer service team
Giving Feedback to Your Customer Service Agents
Feedback is essential to anyone’s success. We need feedback to understand what we’re doing well and what we’re not doing well. This information helps us know what we must continue doing and what we must improve or stop doing. Feedback helps us know where we stand and clarifies what we need to do to be successful. Without feedback, we struggle to understand how we can improve and won’t know if we’re meeting the expectations of our manager and the organization.

By completing this course, you will: Be able to give feedback to your customer service representatives on their performance
Customer Service Coaching
Leadership is one of the most important assets an organization can possess—and you, no matter what your leadership level may be, are a part of that asset. One of the critical skills needed of leaders is to effectively coach others. Without great coaching, an organization will never be able to achieve its potential and reach its goals.

By completing this course, you will: Know how to provide the right level of coaching to your customer service representatives
Customer Service Quality
How your customer service representatives treat your customers can make the difference between a loyal returning customer who will become an ambassador for your company, or a lost opportunity or negative press with others. Everything your representatives do that is customer facing makes a difference. Whether it’s a phone call, email, or face-to-face interaction, they all matter.

For this course you will work with your customer service representatives to identify the actions you and the team will take to strengthen the quality of customer service your customers receive.

By completing this course, you will: Know how to implement the key elements needed to deliver quality service with your team
Customer Feedback and Insight
Customer feedback is essential for success. Feedback helps customer service representatives and companies determine what is important to customers and what they need. Without customer feedback, a company would struggle to meet the needs of the customer, thus failing to grow and achieve its business results.

For this course, you will work with your team to gather feedback from your customers to determine what your customer service reps can do to meet the needs of the customers you serve.

By completing this course, you will: Find out from your customers what you and your team can do differently
Onboarding New Customer Service Agents
When customer service representatives start a new job, they have a lot of questions. New hires want to know about their work, their responsibilities, and what they need to do. In addition, new representatives often wonder how they’ll fit in. They want to know what type of contribution they’ll make and whether they’ll be able to make a difference. Although some new hires may figure this out on their own, it’s possible it may take a while, or they may end up creating an incomplete picture in their mind, which means it’s up to you to help.

By completing this course, you will: Know how to help your new hires be successful in the first few weeks of their new role
Managing Remote Customer Service Teams
Issues such as working with remote technology, managing various work schedules, and coordinating time zones are all part of leading a virtual team. And while each of these elements is vital to your success, it’s easy to get lost in the virtual aspects of managing your team, and thus lose sight of what’s really most important—your leadership.

By completing this course, you will: Find out what is required to successfully manage a remote customer service team

Customer Service Basics - 7 Courses

These courses help individuals build the skills required to deliver excellent customer service and build customer loyalty.
Click the + sign below to review the course descriptions.

Building Customer Rapport
No matter what product or service you may offer, our role in the company is to support and serve our customers, and one of the best ways to deliver excellent customer service is by building relationships with our customers.

In this course you will learn what creates great rapport with others, as well as determine what actions you can take to strengthen the rapport with each of your customers.
Listening to Your Customers
Communication is an essential skill for anyone to have, and listening is an essential component of communication. When we listen well to others, we hear what was said and get key information. We show the person that he or she is valuable, and that what the person has to say is important. Of course, all of this is especially important when interacting with our customers.

The better you listen to your customers, the more likely they will communicate with you, share their experiences with your products or services, as well as help you understand what’s required to keep them as customers for the long-term.

By completing this course, you will: Know how to strengthen your ability to listen to your customers
Developing Your Customer Focus
The experience a customer has when interacting with you makes a difference. When you interact with a customer, you represent not only yourself, but also the company and it’s products or services. The experience the person has with you, in large part, helps shape the opinion the customer has about the entire company, no matter if you are a small business with five employees or a large company of 50,000 employees.

By completing this course, you will: Know the actions you will take to strengthen customer loyalty
Customer Service Over the Phone
Great customer phone support has a positive impact on customer satisfaction and long-term customer retention. Customer service representatives who implement what’s required to promote a positive brand image and exceed customer expectations, experience greater professional success within the company, while at the same time helping both the customers and the company succeed. For this course you will focus on implementing the key actions everyone should do to deliver great customer service over the phone.

By completing this course, you will: Know the requirements to deliver great customer service over the phone
Internal Customer Service
Providing good customer service is not only important for external customers, but for internal co-workers as well. It is certainly true that a huge factor in being able to deliver outstanding external customer service is great internal customer service. This is because everyone within your organization impacts the outside customer. And so, anyone within the organization who is dependent on you to get work done should be considered your internal customers.

For this course you will focus on the actions you must take to strengthen your relationships with your internal customers to ensure the right work gets done at the right time for both individual and company success.
Serving Customers in the Field
Positive interactions with customers in the field lead to customer referrals, and thus an increase in revenue, as well as a great company brand. When customers have negative field service experiences it significantly impacts the company’s perception and can lead to the loss of customers and revenue.

For this course you will focus on the essential actions required to deliver great customer service in the field to ensure customers are happy and satisfied and share their great experiences with others.
Customer Service Confrontation and Conflict
In business, conflict is inevitable. However, if mismanaged or ignored, conflict can become bad for business. If you don’t adequately address and resolve conflict with customers, it can negatively impact customer retention, loyalty and brand awareness. So, how do you handle angry and confrontational customers? Well, by following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations.

By completing this course, you will: Know how to effectively manage difficult customer situations

Key Course Benefits

Short bite sized learning content
Some call it granular, others call it chunked. They mean the same thing  - learners want short learning courses. Study after study shows that taking in information in small bite sized chunks leads to increased learner retention. The market has been recognizing this trend of shorter and shorter learning courses, and providers have shortened e-learning courses from 4 hours to 1 hour to 30 minutes. Our learning content takes this trend to the next step to meet the demands of learners.

Development happens on the job
Research shows that 70 - 80% of learning happens on the job. Our learning courses leverage the natural way people learn. The combination of short instructional videos followed by downloadable step by step on-the-job Implementation Guides helps the learner put into practice the instruction they just completed.

Self paced, learner focused
Because our content is delivered in bite sized modules, learners have "just the right amount of information" when they want it. Additionally, learners have choices. First, they can choose what to develop and then can choose from 5 courses for each development area.

Optimized for the mobile learner
Mobile means two things: technology and the learner experience. Our learning content is optimized for both meanings. From a technology standpoint, our content is viewable from all hand held devices. From a learner experience perspective, small bite sized videos fit the mobile learners' requirement of not having to watch long videos on their hand held device.

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