This course focuses on understanding and implementing effective escalation procedures in customer service. Participants will learn when and how to escalate customer issues, ensuring timely and appropriate responses to complex situations. By exploring various escalation levels and pathways, attendees will develop skills for communicating effectively during escalations, fostering collaboration with team members, and resolving issues efficiently. This course will empower participants to handle escalations confidently, enhancing customer satisfaction and strengthening service quality.
Duration: 20 Minutes
Course Objectives:
- Understand the key concepts and importance of escalation procedures in customer service, including when and why to escalate issues
- Analyze various escalation pathways and levels within an organization to determine the most effective course of action for resolving complex customer issues
- Demonstrate effective communication techniques during escalations to ensure clear, empathetic interactions with customers and team members
- Evaluate the outcomes of escalated cases to identify areas for improvement in escalation processes and enhance overall customer satisfaction
In today's fast-paced digital environment, maintaining high-quality customer support is essential for brand reputation and customer satisfaction. This course aims to equip participants with a deep understanding of quality standards, focusing on key performance indicators (KPIs) for email and chat support. Participants will learn not only why these standards are crucial but also how to meet and exceed them effectively.
Duration: 20 Minutes
Course Objectives:
- Understand how quality standards contribute to improved customer satisfaction and operational efficiency.
- Identify and learn about the essential KPIs for measuring success in email and chat support.
- Acquire practical strategies to meet and surpass established quality standards in customer support interactions.
This course provides an overview of customer service, covering essential skills and strategies for effective customer interactions. Participants will learn about company values, mission, vision, and the significance of customer service in business. They will also understand the support team's role in achieving company goals. The course prepares learners to deliver exceptional service, meet customer expectations, and contribute to organizational success by ensuring customer satisfaction and retention through various customer service scenarios for GUO.
Course Duration: 15 minutes
Course Objective:
- Understand and apply essential skills and strategies for effective customer service interactions.
- Identify and explain how company values, mission, and vision influence customer service practices.
- Analyze how the support team contributes to achieving company goals and organizational success.
- Implement and evaluate techniques to meet customer expectations, ensure satisfaction, and promote retention through practical scenarios.
This interactive course provides a comprehensive understanding of customer needs and how to meet them effectively. Participants will explore different types of customer needs—functional, emotional, and social—along with techniques for identifying and addressing these needs. Through engaging activities and real-world applications, this course equips you with the tools to better understand and serve your customers, whether for professional growth or business improvement.
Course Duration: 15 minutes
Course Objectives:
- Define and differentiate between functional, emotional, and social customer needs
- Apply questioning techniques to address customer needs.
- Practice techniques for effective questioning to uncover specific customer needs
This course provides you with the skills for effective customer engagement. It is designed to help you identify, understand, and respond to various customer profiles, enabling you to tailor your interactions and strategies for the greatest impact in customer satisfaction.
Course Duration: 20 minutes
Course Objectives:
- Understand and identify customer profiles by recognizing and categorizing various types of customer persons and segments that live-chat customer service agent might encounter.
- Apply tailored communication strategies by adjusting and implementing techniques based on different customer profiles to enhance the effectiveness of your interactions.
- Evaluate and adapt strategies to ensure they meet the diverse needs of customer profiles, leading to improved customer relationships and satisfaction.
- Teacher: Tiprada Boonkrong
This course is designed to enhance the email communication skills of customer service professionals. Participants will learn the fundamental aspects of crafting professional emails, including the structure, tone, and clarity necessary to convey messages effectively. By the end of this course, learners will be equipped with the knowledge and skills to write emails that are clear, concise, and professionally appropriate, ensuring positive and productive interactions with customers.
Course Duration: 15 minutes
Course Objectives
- Understand the key components of a well-structured email, including the subject line, salutation, body, closing, and signature.
- Learn to organize content logically to ensure clarity and coherence.
- Develop skills to write clear and concise emails that convey the intended message effectively.
- Recognize the importance of tone in email communication
- Teacher: Anh LTN
This course is a comprehensive training program designed for customer service agents to master the art of live chat communication. This course aims to equip participants with essential skills for maintaining a professional and engaging conversational tone, effectively managing multiple chat interactions, and employing techniques to ensure a smooth chat flow. By the end of this course, attendees will be well-prepared to deliver exceptional customer service through live chat platforms, enhancing customer satisfaction and loyalty.
Course Duration: 15 minutes
Course Objectives:
- Learn methods to guide conversations smoothly from start to finish.
- Develop strategies to efficiently manage and prioritize multiple chat conversations.
- Learn techniques to adjust conversational pace to match the customer's needs and preferences.
This course focuses on how to use customer data effectively to create meaningful and tailored responses. Participants will learn techniques for analyzing customer preferences and behaviors, enabling them to craft interactions that resonate on a personal level. From using data insights to building personalized responses, this course will help participants elevate customer service and build stronger, lasting relationships.
Duration: 20 Minutes
Course Objectives:
- Analyze customer data to identify key preferences and behaviors.
- Apply customer insights to craft personalized and relevant interactions.
- Create tailored responses that improve customer engagement and satisfaction.
- Evaluate the effectiveness of personalized customer interactions and make improvements for stronger relationships.