Description
Embark on a transformative journey into the realm of exceptional customer service with our “Customer Excellence – E-Learning: Understanding the Power of Customer Service Excellence.” This comprehensive online course, steeped in British English tradition, unravels the secrets to delivering unparalleled customer experiences. Dive into the art of building lasting customer relationships, effectively resolving issues, and surpassing expectations.
Through engaging modules and real-world scenarios, you’ll master the skills needed to excel in customer service. Whether you’re a seasoned professional or just starting, this course equips you to harness the full potential of customer service excellence, British style. Elevate your career and leave a lasting impact on your customers.
Course Outline
How to Use This Guide
Session One: Course Overview
Session Two: Preparing to Learn
Pre-Assignment Review
Individual Reflection
Session Three: Understanding Learning
The Trainer’s Role
Personal Skill Identification
Session Four: Competencies for Adult Educators
Questionnaire
Making Connections
Session Five: Accommodating
Learning Preferences
The Learning Process
Preparing a Plan
Learning Styles
Session Six: Increasing Your Expertise
Learning and Motivation
Design Considerations
Changing Points of View
Session Seven: Using Existing Materials
Customizing Courseware
Copyright Considerations
Over-Plan and Over-Prepare
Session Eight: Managing the Stress of Training
Easy De-Stressing Techniques
Building Resilience
De-Stressing in Class
Session Nine: Planning a Workshop
Preparing the Essentials
Planning for Success
Anticipating Challenges
Session Ten: Preparing Visual Aids
Session Eleven: Your Role as an Effective Communicator
Leading a Discussion
Making Connections
Session Twelve: Questioning as a Training Technique
Session Thirteen: Kirkpatrick’s Levels of Evaluation
Level One: Reaction
Level Two: Knowledge Evaluation
Level Three: Transfer of Learning
Level Four: Impact Evaluation
Skill Application
Session Fourteen: On-the-Job Support
Session Fifteen: Dealing with Difficult Situations
Session Sixteen: Training in Different Forums
In Person or Not?
Limitations and
Considerations
Session Seventeen: Team Teaching
What is Team Teaching?
Co-Facilitation Inventory
Session Eighteen: Training Preparation
Session Nineteen: Training Presentations
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan