OVERVIEW

It’s often said that it’s cheaper to keep existing customers than to find new ones. (It’s even been estimated that acquiring customers costs 6–7x more. ) And it’s true: Bad customer service is a key driver of churn. The U.S. Small Business Administration reports that 68% of customers leave because they’re upset with the treatment they’ve received. 

Customer service is critical to competing effectively in today’s business landscape. In the past, people chose which companies they did business with based on price, or the product or service offered, but today the overall experience is often the driver.

89% of companies now expect to compete mostly on the basis of customer experience.

 


Customer Service 101

Great customer service professionals are masters at understanding people, displaying empathy, remaining calm under stress, and politely diffusing conflict. They usually interact with a company’s customers to answer questions, take orders, trouble-shoot technical issues, respond to complaints, and process returns. The great ones do all of this efficiently, while skillfully building relationships between the customer and the company.

What they do:

Customer service representatives often analyze situations, investigate problems, and create solutions based on the resources available. They need strong listening skills to accurately understand customer needs. They also need strong speaking and/or writing skills to efficiently resolve customer concerns via phone, chat, or email. Resolving issues through these communication methods can be a little more challenging because they don’t see body language. As a result, they’re usually skilled at picking up on subtleties.

Typical services and deliverables include:

  • Resolving inquiries within the allotted time
  • Maintaining customer records
  • Scheduling appointments
  • Providing accurate information about the company’s products or services
  • Handling a high volume of calls or tickets
  • Researching answers or solutions as needed
  • Creating a positive company experience for the customer
  • Meeting sales or call handling targets
  • Generating sales leads
  • Entering data into the company’s databases
  • Making outbound prospecting calls
  • Taking orders, determining charges, and payment processing

COURSES

Get certified in Customer Service & Customer Relationship Management

In partnership with the Institute of Customer Service and Relationship Management®,UK (iCSRM®), Palmsland Consult offers training and certification preparation courses to customer service professionals at all career levels.

Prepare to become a Certified Customer Service and Relationship Officer® (CSRO®), Certified Customer Center Supervisor® (CCCS®) and Certified Contact Center Manager® (CCCM®).

Palmslands customer service training features regularly updated content, downloadable resources, and quizzes you can access at your own pace.

The courses equip participants with the tools, techniques, and effective customer service skills required in today’s demanding work environment. Whether you work in private, public, or not-for-profit organizations you will take away up to date information needed to succeed in your workplace

No matter your level of experience, there is a customer service course right for you. Browse and click on the courses that suits your experience below to register.

  CSRO Certification Prep


 

  • No OF LESSONS: 17 Course Lessons
  • CERTIFICATE: UK Certification
  • SKILL LEVEL: Entry Level
  • ACCREDITED BY: iCSRM UK
  • PRE-REQUISITE: None

   CCCS Certification Prep


   

  • No OF LESSONS: 7 Course Lessons
  • CERTIFICATE: UK Certification
  • SKILL LEVEL: Intermediate
  • ACCREDITED BY: iCSRM UK
  • PRE-REQUISITE: 2 years Practice

   CCCM Certification Prep


 

  • No OF LESSONS: 8 Course Lessons
  • CERTIFICATE: UK Certification
  • SKILL LEVEL: Advance
  • ACCREDITED BY: iCSRM UK
  • PRE-REQUISITE: 6 years Practice