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Benefits of Computer Coach's online computer training classes

  • Accessible 24 hours a day 7 days a week, so you can learn when you have time.
  • Cost-effective solutions, so you don’t go broke learning the skills you need.
  • Available Anytime, anywhere with an Internet connection, so you can study at your house, office, or where you feel comfortable.
  • Interactive & fun courses allow for greater retention of course topics.
  • Easy to use so you can start learning right away.
  • Full of hands-on labs so you can get the practice you need
  • HTML Based so you don’t need any additional downloads
  • Live Mentor Available to ask questions and get clarification

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Customer Service Online Course

12 Month Subscription - $35
Live Mentor +$30

Summary:
This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.

Audience:
This series is for anyone who wants to learn about creating and maintaining good customer service.

Features:
●  Exercises that allow users to practice the application
●  A glossary
●  A file containing the text of the exercises
●  A Skill Assessment

Topics included in this course:
Customer Service: Defining Service
Customer Service: Communicating
Customer Service: Fixing Problems
Customer Service: Building a Department
Customer Service: Tools of the Trade

Customer Service: Defining Service
Summary:
This course explains the concept of company-wide customer service and standards.

Objectives:
After completing this course, students will be able to:
Define "customers" and "service"
Gather repeat business
Get the entire company involved in good service
Create standards of customer service
Define a business's customer segments

Topics:
Understanding "Customers" and "Service"
Bringing the Customer Back
Making the Mission a Priority
Getting Everyone Involved
Service from the Top Down
Creating Service Standards
Implementing Service Standards
Customer Segments
Segmenting Your Customers
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Customer Service: Communicating
Summary:
This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

Objectives:
After completing this course, students will be able to:
Use the best words for getting the message across
Identify and speak to the customer's style of communication
Use questions to get more information about a problem
Handle conflict and angry customers
Write purposeful letters to customers
Write effective "bad news" letters
Write useful instructions and manuals

Topics:
Getting Your Message Across
Using the Right Words
Matching the Customer's Style
Using Questions
Dealing with Angry Customers
Resolving Conflict
Writing Letters to Customers
Breaking Bad News in a Letter
Giving Written Instructions
Writing Helpful Manuals
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Customer Service: Fixing Problems
Summary:
This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

Objectives:
After completing this course, students will be able to:
Turn complaining customers into satisfied customers
Create answers to Frequently Asked Question
Answer internal questions
Find customer wants
Find the true sources of problems
Solve problems

Topics:
Using Complaints
Frequently Asked Questions
Answering Employee Questions
Finding What Customers Want
Using Surveys
Finding (the Real) Problems
Finding Solutions
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Customer Service: Building a Department
Summary:
This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.

Objectives:
After completing this course, students will be able to:
Create a customer service organization
Build teams
Hire the right personalities for customer service
Motivate customer service people
Educate and improve customer service people
Set up a good organizational environment
Equip customer service for international relations

Topics:
Forming a Customer Service Organization
Building Teams
Hiring Service Pros
Motivating Service People
Helping the Good Get Better
Creating a Productive Environment
Getting Help to Customer Service
Good Service for Your Employees
International Customer Service
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Customer Service: Tools of the Trade
Summary:
This course explains the concept of company-wide customer service and standards.

Objectives:
After completing this course, students will be able to:
Choose a phone system for customer contact
Use voice mail and phone etiquette for customer interactions
Set up phone and fax lines
Use electronic mail
Help design a company information web site

Topics:
Talking to Customers
Using the Phone
Phone and Fax Lines
Electronic Mail
Communicating with Electronic Mail
The Internet
Presenting a Web Site
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12 Month Subscription - $35
Live Mentor +$30