Customer Service 101: Communication Toolbox Certification

Our Customer Service 101: Communication Toolbox Certification will enable you to:

• Enhance your interpersonal communication skills
• Immediately achieve a higher standard of customer service excellence
• Demonstrate your knowledge to managers and colleagues
• Earn a prestigious certification and propel your career

Customer Service 101: Communication Toolbox Certification

Webinar 1: Customer Service 101: How To Demonstrate A Positive Attitude

• Accept responsibility and accountability for every customer interaction to reinforce your organization’s mission, vision, and value statements
• Convert negative thoughts to more positive, powerful thoughts
• Apply positive words and phrases during customer interactions to improve productivity while speaking in mutuality

Webinar 2: Customer Service 101: Phone Etiquette

• Convey a great first impression in the following areas:
• Greetings
• Screening calls
• Responding
• Probing
• Call transfers
• Holding
• Messages
• Voicemail
• Complaint calls

Webinar 3: Customer Service 101: Positive Self-Portrait: How Does Your Customer See You?

• Improve telephone communication skills through self-assessment
• Implement techniques that create a positive, memorable image
• Discover and embrace your individual personal relationship values

Webinar 4: Customer Service 101: Communication Styles And Tools For Helping Customers

• Identify your customers’ individual preferred styles of communicating
• Recognize word clues to identify preferred communication styles of others
• Understand the listening language of another person
• Match what you say to the way others prefer to listen, learn, and communicate

Webinar 5: Customer Service 101: 14 Keys To Active Listening And 7 Habits To Avoid

• Implement 14 powerful listening habits to improve active listening skills
• Apply specific techniques to avoid barriers to active listening
• Implement tips, tricks, and techniques to encourage customers to listen