A Video Arts Guide: Customer Service Essentials


  • A Video Arts Guide: Customer Service Essentials, Singapore SKillsFuture elarning online course
  • A Video Arts Guide: Customer Service Essentials, Singapore SKillsFuture elarning online course
  • A Video Arts Guide: Customer Service Essentials, Singapore SKillsFuture elarning online course
  • A Video Arts Guide: Customer Service Essentials, Singapore SKillsFuture elarning online course
  • A Video Arts Guide: Customer Service Essentials, Singapore SKillsFuture elarning online course

Course Description

Video Arts Customer Services Essentials. By taking this short course you will gain a greater understanding of how sales and service are linked, both for your company and for your customers. The ‘sale’ doesn’t stop when the customer has bought a product or service, and after sales care can affect future buying decisions, as well as the reputation of both you and the company you work for.

You’ll also learn that the majority of your decisions affect the people in your team.

- Look: the theory, which will be the learning base.
- Think: activities and open questions associating the course content with your own personal experience.
- Practise: questions to check your understanding.
- Remember: a summary of the key points included in each section or a reminder of a crucial aspect of the training process.

This course is SkillsFuture Credit Eligible.


Course Objectives

1. Importance of first impressions
2. The power of behaviour
3. What are the different customer types
4. How do you approach advising a customer
5. Communicating effectively
6. Dealing with customers on the phone
7. Dealing with online customers
8. How to push service for sales
9. After sales
10. When things go wrong


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Content

First impressions

+
Dropping your emotional baggage, STANCE, How not to approach people, A human touch

The power of behaviour

+
Behaviour breeds behaviour, Choosing your behaviour, Behaviour can help or hinder

Customer types

+
Mr Rude, Mrs Arrogant, Mr Chatty, Mrs Picky

Advising the customer

+
Knowing your stuff, Finding out what they want, Getting into their head, Showing them the benefits

Communicating effectively

+
Using your voice effectively, Questioning techniques

Customers on the phone

+
First impressions on the phone, Controlling the call, Agreeing actions

Online customers

+
Email and web chat, Social media and the customer, Social media and you

Service for sales

+
Discovering their needs, Storytelling, Dealing with objections

After sales

+
Company loyalty, Team and customer loyalty

When things go wrong

+
Listening to the customer, Asking the right questions, Getting to a solution
SkillsFuture Credit Eligible
SGD $209.00
(Price excludes GST)
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