eCourses on
Customer Service
Brought to you by Jacob Gan, PhD (Michigan)
Customer Service eCourses

Building and Retaining Customer Relationships
ilding and Retaining Customer Relationships teaches students the knowledge and
skills necessary to start, organize, maintain, and execute a sales portfolio The
course prepares and prompts students to implement a sales portfolio comprised of
client records at their work as a final step. Throughout the course, students will
have opportunities to practice what they are learning through a series of exercises
and projects."

Building Strong Customer Relationships  
This course is for entry-level managers who want to provide consistent and
competitive customer service that aligns with customer expectations. A strong
customer relationship can help increase sales through both repeat business and
referrals. In this course, you''ll discover effective ways to define and improve your
customer service levels, resulting in a loyal customer base. You'll also learn how to
establish guidelines for implementing and maintaining a customer service plan for
your business. By meeting, or possibly exceeding your customers' expectations,
you'll not only succeed at strengthening business relationships with existing
customers, but you'll also generate new relationships through the most valuable
and least expensive form of promotion—word-of-mouth.

Customer Care  
This course is designed to show you how you can make customers feel that you are
genuinely interested in them - interested in them as people, not merely as accounts.

Customer Interactions  
In this course, you will identify the elements of providing excellent customer care
and how these elements impact a company''s bottom line. You will also discuss the
various types of customers, view trends in customer service, and recognize when an
interaction reaches the critical point.

Customer Relations Certificate  
This course has FREE Online Videos Associated with it.
This programme is designed for people seeking to understand and apply good
practice in promoting effective customer relations. The course is particularly suited to
staff who deal regularly with guests, visitors and customers face to face, in writing
and on the telephone.
At the end of the course you will be able to:
# Understand the need for customer care skills.
# Identify strengths and weaknesses in your firms care approach.
# Plan a caring approach.
# Develop personal customer care skills - face to face.
# Develop personal customer care skills - on the phone.
# Understand how to deal effectively with anger, aggression and complaints.
# Define the role of receptionist.
# Describe good practice in receiving visitors and guests.
# List the administrative function assigned to reception.
# Understand the importance of security and personal safety.

Customer Service Communications
In this course, you will discover the tools and techniques for providing service face-
to-face, over the telephone, and via the Internet.

Customer Service on The Telephone  
The aims of this course are to enable people who use the telephone in business
situations to improve their skills and deliver better customer care through telephone
contact.

Customer Service Series Streaming Videos  
Customer Service Series of streaming videos comprise the following titles.
1. Building Customer Loyalty
2. Delighting Your Customers
3. Building Web Relationships (Interview)
4. Creating Customer Value
5. Crown Your Customers (Interview)
6.Customer Convenience is Key to E-Commerce (Interview)
7. Customer Service Strategy
8. Dealing with Customer Complaints
9. Exceeding Customer Expectations
10. Getting to Know Your Customers
11. Getting Your Customer Experience Right (Interview)
12. Implementing Effective Service Standards
13. Keeping Loyal Customers
14. Knowing Your Web Customers
15. Managing Customer E-Mail
16. Measuring Customer Service
17. Profits, Not Promises (Interview)
18. Understanding Customer Service
19. Working Wounded: Building Relationships with Your Customers
20. Working Wounded: Good News About Customer Complaints

Customer Service Skills (Includes Simulation)  
In this course, you will learn important principles and skills that you can utilize as a
remote customer service representative.

Positive Customer Care
21st Century business is increasingly won or lost on the effectiveness of its
customer care programme. It costs 5 times as much to win a new customer as to
keep an existing one.

Strengthening Customer Relationships   
In this course, you will explore methods to turn customer complaints into positive
and satisfying results through winning interactions You will discover the relationship
between sales and customer service