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About This Course
What you will learn - Learn to Provide the Best Customer Support
  • Understand how your own behavior affects the behavior of others.
  • Demonstrate confidence and skill as a problem solver.
  • Apply techniques to deal with difficult customers.
  • Make a choice to provide customer service.
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

  • Enjoy BIG Savings with our Customer Support Online Bundle, 3 Certificate Courses
    1.  Customer Support Online Certificate Course
    2.  Customer Service Training: Critical Elements of Customer Service Online Certificate Course
    3.  Managing Customer Service Online Certificate Course
    1. Customer Support Online Certificate Course: Provide Excellent Service That Will Have Customers Coming Back

    Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.

    With our “Non-Telephone Customer Support” course, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.


    2. Customer Service Training: Critical Elements of Customer Service Online Certificate Course: Learn The Critical Elements Of Customer Service

    Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.

    This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.


    3. Managing Customer Service Online Certificate Course: Learn about the six critical elements of customer service

    Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.


    Receive Lifetime Access to Course Materials, so you can review at any time.

    For comprehensive information on units of study click the units of study tab above.

    This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

    Course Fast Facts:

    1. All courses are easy to follow and understand
    2. Only 6 to 8 hours of study is required per course
    3. Unlimited lifetime access to course materials
    4. Study as many courses as you want
    5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
    6. You can study from home or at work, at your own pace, in your own time
    7. Certificates

    Course Delivery

    Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

    Recognition & Accreditation

    The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.


    Show More Hide
    Units of Study

    Receive Lifetime Access to Course Materials, so you can review it at any time.

    The Customer Support Online Bundle, 3 Certificate Courses include the following courses, below is a summary of each course: 

    Course 1 - Customer Support Online Certificate Course

    Module One: Getting Started

    • Course Objectives

    Module Two: What Is Customer Service?

    • Support vs. Service
    • Who Participates?
    • Metrics
    • Trends
    • Case Study

    Module Three: Challenges

    • Customer Challenges
    • Crisis
    • Ticket Backlogs
    • End Relationship with Customer
    • Case Study

    Module Four: Email

    • Formal Yet Conversational Style
    • Scripted Yet Authentic
    • Explain Information Carefully
    • Results
    • Case Study

    Module Five: SMS

    • Convenience of Texting
    • Apps and Software Available
    • Information to Communicate
    • Professional Communication Through Text
    • Case Study

    Module Six: Webchat

    • Personalize
    • Apps and Software Available
    • Real Time Support
    • Etiquette
    • Case Study

    Module Seven: Multi-Channel Apps

    • Different Multi-Channel Apps
    • Pros
    • Cons
    • Making a Decision
    • Case Study

    Module Eight: Support Ticket Apps

    • Different Support Ticket Apps
    • Pros
    • Cons
    • Making a Decision
    • Case Study

    Module Nine: Documentation

    • What to Document
    • Using Tools
    • Prepare Documentation
    • Retain
    • Case Study

    Module Ten: Feedback

    • Surveys
    • Boxes
    • Analytics
    • Usability
    • Case Study

    Module Eleven: Be Proactive

    • Research Analytics
    • Discover Opportunities
    • Prevent Problems
    • Provide Support Before People Know They Need It
    • Case Study

    Module Twelve: Wrapping Up

    • Words from the Wise

    Course 2 - Customer Service Training: Critical Elements of Customer Service Online Certificate Course

    Session 1: Course Overview

    • Learning Objectives
    • Pre-Assignment

     Session 2: What is Customer Service?

    • What is Customer Service?
    • The Critical Elements of Customer Service
    • A Customer Service Focus
    • Service is a Philosophy
    • Service Means Meeting Customer Expectations
    • Service is Not Always Natural

     Session 3: Who Are Your Customers?

    • Types of Customers
    • Internal and External Customers
    • VIP Customers
    • What Customers Need

     Session 4: Meeting Expectations

    • Meeting Expectations
    • Six Ways to Meet Customers’ Expectations

     Session 5: Pre-Assignment Review

    • Pre-Assignment Answers

     Session 6: Setting Goals

    • Creating a Personal Vision Statement
    • Step One: Identify Your Values
    • Step Two: Define Your Values
    • Step Three: Put It All Together
    • Identifying Dreams and Setting Goals
    • Identifying Your Dreams
    • SPIRIT
    • My Dreams and Goals

     Session 7: The Second Critical Element – Defined in Your Organization

    • Our Standards
    • Sample Standards

     Session 8: The Third Critical Element – Given Life by the Employees

    • What Do You Think?
    • Suggested Answers

     Session 9: Communication Skills

    • The Importance of Empathy
    • About Rephrasing
    • Dangerous Misconceptions
    • Defining Communication
    • Body Language Basics
    • Voice
    • Open and Closed Questions
    • Customer-Focused Questions

     Session 10: Telephone Techniques

    • It’s Not What You Say, It’s How You Say It
    • Your Initial Greeting
    • Personalizing Service
    • Addressing a Person
    • Your Telephone Voice
    • Your Listening Ear
    • Your Format for Closing
    • Handling Everyday Requests
    • Transferring Telephone Calls
    • Putting Callers on Hold
    • Taking a Message
    • Taking Messages Accurately and Completely
    • What to Record When Taking a Message
    • Other Tips for Taking a Message
    • Do’s and Don’t’s
    • Phrases to Avoid Using
    • Sentences That Damage Your Image or Lose Goodwill

     Session 11: Dealing With Difficult Customers

    • Abrupt Customers
    • Abusive Customers
    • Angry Customers
    • Arrogant Customers
    • Bully/Bossy Customers
    • Closed-Minded Customers

     Session 12: Dealing With Challenges Assertively

    • About Assertiveness
    • An Assertiveness Formula
    • Making Connections

     Session 13: Dealing With Difficult People

    • Getting to the Heart of the Matter
    • What’s Missing?
    • Getting to the Big Picture
    • The Three F’s
    • Types of Difficult People
    • The Stubborn One
    • The Quiet One
    • The Jester
    • Yakety-Yak
    • Off Base
    • Bigger Issues
    • The Chatterbox
    • The Know-It-All
    • The Whiner

     Session 14: The Fourth Critical Element – Be a Problem Solver

    • Reducing Conflict
    • Blending
    • Blending Examples
    • Redirecting
    • Identify Positive Intent
    • Identify Highly Valued Criteria
    • When Discussions Degenerate Into Conflict
    • An Action Plan for Angry, Aggressive People
    • Problem Solving in Six Steps
    • Making Connections

     Session 15: Seven Steps to Customer Problem Solving

    • The Process
    • Making Connections
    • The Recovery Process
    •  Session 16: The Fifth Critical Element – Measure It
    • Tools to Use
    • Critical Evaluation
    • Informal Surveys
    • Focus Groups
    • Fishbone (Cause and Effect, or Root Cause)
    • Brainstorming
    • Benchmarking
    • Measurement in Practice

     Session 17: The Sixth Critical Element – Reinforce It

    • Keeping Momentum
    • Developing and Maintaining Relationships
    • Recognizing the Power of Your Behavior
    • Likeability Works
    • Phrases for Customer Service Success
    • How to Feel Powerful in Your Position
    • Project Positive Expectations
    • Give Credit Where It’s Due
    • Rebound from Failure
    • Accept Responsibility

     Session 18: Dealing With Stress

    • About Stress
    • Deep Breathing
    • Visualize
    • Music
    • Acupressure and Massage
    • Laughter
    • Replace Worry with Problem Solving
    • Meditation
    • Resilience

     Session 19: A Personal Action Plan

    • Starting Point
    • Where I Want to Go
    • How I Will Get There

    Course 3 - Managing Customer Service Online Certificate Course

    Session One: Course Overview

    Session Two: Six Critical Elements

    • Element One: A Customer Service Focus
    • Element Two: Defined in Your Organization
    • Element Three: Given Life by the Employees
    • Element Four: Problem Solving
    • Role Play
    • Element Five: Measure It
    • Element Six: Reinforce It
    • Measurement in Practice

    Session Three: Understanding Leadership

    • About Leadership
    • Understanding Your Comfort Zone
    • Managing Performance
    • Servant Leadership
    • Onboarding and Orientation

    Session Four: Five Practices of Leadership

    • Challenging, Inspiring, and Enabling
    • Modeling and Heart
    • Practices in Practice
    • Pre-Assignment Review
    • Recommended Reading List
    • Post-Course Assessment
    • Pre- and Post-Assessment Answer Keys
    • Personal Action Plan
    Requirements

    Entry requirements

    Students must have basic literacy and numeracy skills.

    Minimum education

    Open entry. Previous schooling and academic achievements are not required for entry into this course.

    Computer requirements

    Students will need access to a computer and the internet.

    Minimum specifications for the computer are:

    Windows:

    Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

    MAC/iOS

    OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

    All systems

    Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

    Students will also need access the following applications:

    Adobe Acrobat Reader

    Requirements

    Entry requirements:

    Students must have basic literacy and numeracy skills.


    Minimum education:

    Open entry. Previous schooling and academic achievements are not required for entry into this course.


    Device requirements:

    Students will need access to a computer/any device and the internet.

    FAQS

    1.  Who are Courses For Success?

    Courses For Success is a course platform that started in 2008
    with 5 courses, since then we have grown to over 10,000 online courses.

    Our courses span across the following categories:

    •Animal    

    •Beauty    

    •Business    

    •Health & Fitness     

    •Finance

    •Lifestyle    

    •IT & Software    

    •Personal Development

    •Teaching & Academics

    2.  Is there a refund/cancellation policy?

    Yes, we have a 7-day money-back refund guarantee. Just send us an email to info@coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

    3.  What is the FREE Personal Success Training Program?

    The Personal Success Training Program
    was developed by Courses For Success to help our customers achieve
    success. Currently, we are offering this program for FREE with every
    course or bundle purchase this month. This is a limited time offer!

    4.  Are there any requirements to study this course?

    No,
    anyone who has an interest in learning more about this subject matter
    is encouraged to take our course. There are no entry requirements to
    take this course.

    5.  Do I require to have finished high school to complete this course?

    No,
    you do not require a High School Diploma or to have finished school to
    study this course, this course is open to anyone who would like to take
    this course.

    6.  What if English is not my first language?

    This
    course is provided in English, however, due to the digital nature of
    our training, you can take your time studying the material and make use
    of tools such as google translate and Grammarly.

    7.  Is this course online or conducted in person?

    All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

    8.  How do I receive my course?

    After
    you have completed the payment, you will receive a confirmation email
    and tax receipt. You will also receive an email containing your course
    login details (username and password), as well as instructions on how to
    access and log in to your course via the internet with any device,
    please check your junk/spam folder in the event that you do not receive
    the email.

    9.  When does this course start?

    Providing
    you have internet access you can start this course whenever you like,
    just go to the login page and insert your username and password and you
    can access the online material.

    10.  What is online learning like?

    Online learning is easy, if not easier than a traditional academic situation.
    By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.

    Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

    11.  What computer skills do I need for my course?

    You
    don't need to be a computer expert to succeed with our online training,
    but you should be comfortable typing, using the internet and be capable
    of using common software (such as Microsoft word).

    12.  How long will you have access to the online course?

    The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.

    Please also check the course summary, as a small selection of courses have limited access.

    13.  How long will my course take?

    Course duration, is listed under Course Summary

    14.  Do I need to buy textbooks?

    All the required material for your course is included in the online system, you do not need to buy anything else.

    15.  Is the course interactive?

    Yes, all our courses are interactive.

    16.  Is there an assessment or exam?

    Yes,
    you will be required to complete a multiple-choice test online at the
    end of your course, you can do this test as many times as you require.

    17.  What type of certificate will I receive?

    You
    will receive a Certificate of Completion that is applicable worldwide,
    which demonstrates your commitment to learning new skills. You can share
    the certificate with your friends, relatives, co-workers and employers.
    Also, include it in your resume/CV, professional social media profiles
    and job applications.

    Wendy Sue Hunt - 5 STAR REVIEW
    "If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
    The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."

    Valencia Marie Aviles - 5 STAR REVIEW
    "I
    had a very good experience with my course. It has helped me to get
    multiple jobs and prepared me for almost everything I would need to
    know. The course was very informative and easy to understand and broken
    up perfectly to be done in a short amount of time while still learning a
    good amount! I would recommend Courses for Success to anyone trying to
    get abs certifications for job advancements, it is well worth it!"

    ELENA GRIFFIN - 5 STAR REVIEW
    "I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for
    more.
    Thank you Courses for Success for being part of my learning journey and making education affordable!"

    Our
    completion certificates are very valuable and will help you progress in
    your work environment and show employers how committed you are to learn
    new skills, you might even get a promotion.

    18.  Will this course be credited by universities?

    No, it is not equivalent to a college or university credit.

    19.  Am I guaranteed to get a job with this certificate?

    This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

    20.  How will this course assist me with my career?

    Studying
    and completing this course will show employers that you have the
    knowledge in this field, additionally you will gain more confidence in
    this area of expertise.

    21.  How long is the certificate valid for?

    The Certificates are valid for life and do not need renewing. 

    22.  Can I take more than one course at a time?

    Courses
    are studied online at your own pace and you are free to study as many
    or as few courses as you wish, we also offer online course bundles that
    allow you to save on additional courses so that you may get all the
    topics related to your training goals in one go.

    23.  What are the Payment Methods available? Is there a payment plan?

    We accept payments via PayPal, Credit Card and Bank Transfer.

    Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.

    To pay via bank transfer contact us info@coursesforsuccess.com

    24.  Can I purchase for multiple people?

    Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com

    25.  Can I request for an invoice before purchase?

    Yes, you can request for an invoice via email at info@coursesforsuccess.com

    26.  Purchase for a gift?

    Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.

    27.  Can I create my own course bundle?

    Yes,
    you can customize your own bundle. Please send us the complete list
    with the exact course link of the courses you'd like to bundle up via
    email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

    28.  How will I contact Courses For Success if I have any questions?

    You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

    Free Personal Success Training Course

    The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!

    This month, we are providing it for Free with all Course Purchases, as a special offer!

    Benefits:

    • How to layout a Success Plan.

    • Get where you want to be in life.

    • How to unclutter your mind to succeed.

    • Achieve your dreams using your imagination.

    • How to have faith in yourself.

    Features:

    • Life time access

    • Complement your individual course purchase.

    • Click here Personal Success Training Program to see thousands of positive reviews,

    Hurry - offer - ends this month!

    Course Bundles

    Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.

    Course Bundles

    FEBRUARY SALE

    Customer Support Online Bundle, 3 Certificate Courses

    Save 75% Save 75%
    Original price USD $1,197
    Original price $1,197 - Original price $1,197
    Original price USD $1,197
    Current price USD $299
    USD $299 - USD $299
    Current price USD $299

    Learn to Provide the Best Customer Support

    Bundle Up & Save - Learn More and Save More when you Upgrade to one of our Course Bundles below - Save Up To 98%

    Request Your FREE Course Info-Pack Now!

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    Course Summary

    • Delivery: Online
    • Access: Unlimited Lifetime
    • Time: Study at your own pace
    • Duration: 6 to 8 hours per course
    • Assessments: Yes
    • Qualification: Certificate
    About This Course
    What you will learn - Learn to Provide the Best Customer Support
  • Understand how your own behavior affects the behavior of others.
  • Demonstrate confidence and skill as a problem solver.
  • Apply techniques to deal with difficult customers.
  • Make a choice to provide customer service.
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

  • Enjoy BIG Savings with our Customer Support Online Bundle, 3 Certificate Courses
    1.  Customer Support Online Certificate Course
    2.  Customer Service Training: Critical Elements of Customer Service Online Certificate Course
    3.  Managing Customer Service Online Certificate Course
    1. Customer Support Online Certificate Course: Provide Excellent Service That Will Have Customers Coming Back

    Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.

    With our “Non-Telephone Customer Support” course, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.


    2. Customer Service Training: Critical Elements of Customer Service Online Certificate Course: Learn The Critical Elements Of Customer Service

    Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.

    This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.


    3. Managing Customer Service Online Certificate Course: Learn about the six critical elements of customer service

    Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.


    Receive Lifetime Access to Course Materials, so you can review at any time.

    For comprehensive information on units of study click the units of study tab above.

    This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

    Course Fast Facts:

    1. All courses are easy to follow and understand
    2. Only 6 to 8 hours of study is required per course
    3. Unlimited lifetime access to course materials
    4. Study as many courses as you want
    5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
    6. You can study from home or at work, at your own pace, in your own time
    7. Certificates

    Course Delivery

    Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

    Recognition & Accreditation

    The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.


    Show More Hide
    Units of Study

    Receive Lifetime Access to Course Materials, so you can review it at any time.

    The Customer Support Online Bundle, 3 Certificate Courses include the following courses, below is a summary of each course: 

    Course 1 - Customer Support Online Certificate Course

    Module One: Getting Started

    • Course Objectives

    Module Two: What Is Customer Service?

    • Support vs. Service
    • Who Participates?
    • Metrics
    • Trends
    • Case Study

    Module Three: Challenges

    • Customer Challenges
    • Crisis
    • Ticket Backlogs
    • End Relationship with Customer
    • Case Study

    Module Four: Email

    • Formal Yet Conversational Style
    • Scripted Yet Authentic
    • Explain Information Carefully
    • Results
    • Case Study

    Module Five: SMS

    • Convenience of Texting
    • Apps and Software Available
    • Information to Communicate
    • Professional Communication Through Text
    • Case Study

    Module Six: Webchat

    • Personalize
    • Apps and Software Available
    • Real Time Support
    • Etiquette
    • Case Study

    Module Seven: Multi-Channel Apps

    • Different Multi-Channel Apps
    • Pros
    • Cons
    • Making a Decision
    • Case Study

    Module Eight: Support Ticket Apps

    • Different Support Ticket Apps
    • Pros
    • Cons
    • Making a Decision
    • Case Study

    Module Nine: Documentation

    • What to Document
    • Using Tools
    • Prepare Documentation
    • Retain
    • Case Study

    Module Ten: Feedback

    • Surveys
    • Boxes
    • Analytics
    • Usability
    • Case Study

    Module Eleven: Be Proactive

    • Research Analytics
    • Discover Opportunities
    • Prevent Problems
    • Provide Support Before People Know They Need It
    • Case Study

    Module Twelve: Wrapping Up

    • Words from the Wise

    Course 2 - Customer Service Training: Critical Elements of Customer Service Online Certificate Course

    Session 1: Course Overview

    • Learning Objectives
    • Pre-Assignment

     Session 2: What is Customer Service?

    • What is Customer Service?
    • The Critical Elements of Customer Service
    • A Customer Service Focus
    • Service is a Philosophy
    • Service Means Meeting Customer Expectations
    • Service is Not Always Natural

     Session 3: Who Are Your Customers?

    • Types of Customers
    • Internal and External Customers
    • VIP Customers
    • What Customers Need

     Session 4: Meeting Expectations

    • Meeting Expectations
    • Six Ways to Meet Customers’ Expectations

     Session 5: Pre-Assignment Review

    • Pre-Assignment Answers

     Session 6: Setting Goals

    • Creating a Personal Vision Statement
    • Step One: Identify Your Values
    • Step Two: Define Your Values
    • Step Three: Put It All Together
    • Identifying Dreams and Setting Goals
    • Identifying Your Dreams
    • SPIRIT
    • My Dreams and Goals

     Session 7: The Second Critical Element – Defined in Your Organization

    • Our Standards
    • Sample Standards

     Session 8: The Third Critical Element – Given Life by the Employees

    • What Do You Think?
    • Suggested Answers

     Session 9: Communication Skills

    • The Importance of Empathy
    • About Rephrasing
    • Dangerous Misconceptions
    • Defining Communication
    • Body Language Basics
    • Voice
    • Open and Closed Questions
    • Customer-Focused Questions

     Session 10: Telephone Techniques

    • It’s Not What You Say, It’s How You Say It
    • Your Initial Greeting
    • Personalizing Service
    • Addressing a Person
    • Your Telephone Voice
    • Your Listening Ear
    • Your Format for Closing
    • Handling Everyday Requests
    • Transferring Telephone Calls
    • Putting Callers on Hold
    • Taking a Message
    • Taking Messages Accurately and Completely
    • What to Record When Taking a Message
    • Other Tips for Taking a Message
    • Do’s and Don’t’s
    • Phrases to Avoid Using
    • Sentences That Damage Your Image or Lose Goodwill

     Session 11: Dealing With Difficult Customers

    • Abrupt Customers
    • Abusive Customers
    • Angry Customers
    • Arrogant Customers
    • Bully/Bossy Customers
    • Closed-Minded Customers

     Session 12: Dealing With Challenges Assertively

    • About Assertiveness
    • An Assertiveness Formula
    • Making Connections

     Session 13: Dealing With Difficult People

    • Getting to the Heart of the Matter
    • What’s Missing?
    • Getting to the Big Picture
    • The Three F’s
    • Types of Difficult People
    • The Stubborn One
    • The Quiet One
    • The Jester
    • Yakety-Yak
    • Off Base
    • Bigger Issues
    • The Chatterbox
    • The Know-It-All
    • The Whiner

     Session 14: The Fourth Critical Element – Be a Problem Solver

    • Reducing Conflict
    • Blending
    • Blending Examples
    • Redirecting
    • Identify Positive Intent
    • Identify Highly Valued Criteria
    • When Discussions Degenerate Into Conflict
    • An Action Plan for Angry, Aggressive People
    • Problem Solving in Six Steps
    • Making Connections

     Session 15: Seven Steps to Customer Problem Solving

    • The Process
    • Making Connections
    • The Recovery Process
    •  Session 16: The Fifth Critical Element – Measure It
    • Tools to Use
    • Critical Evaluation
    • Informal Surveys
    • Focus Groups
    • Fishbone (Cause and Effect, or Root Cause)
    • Brainstorming
    • Benchmarking
    • Measurement in Practice

     Session 17: The Sixth Critical Element – Reinforce It

    • Keeping Momentum
    • Developing and Maintaining Relationships
    • Recognizing the Power of Your Behavior
    • Likeability Works
    • Phrases for Customer Service Success
    • How to Feel Powerful in Your Position
    • Project Positive Expectations
    • Give Credit Where It’s Due
    • Rebound from Failure
    • Accept Responsibility

     Session 18: Dealing With Stress

    • About Stress
    • Deep Breathing
    • Visualize
    • Music
    • Acupressure and Massage
    • Laughter
    • Replace Worry with Problem Solving
    • Meditation
    • Resilience

     Session 19: A Personal Action Plan

    • Starting Point
    • Where I Want to Go
    • How I Will Get There

    Course 3 - Managing Customer Service Online Certificate Course

    Session One: Course Overview

    Session Two: Six Critical Elements

    • Element One: A Customer Service Focus
    • Element Two: Defined in Your Organization
    • Element Three: Given Life by the Employees
    • Element Four: Problem Solving
    • Role Play
    • Element Five: Measure It
    • Element Six: Reinforce It
    • Measurement in Practice

    Session Three: Understanding Leadership

    • About Leadership
    • Understanding Your Comfort Zone
    • Managing Performance
    • Servant Leadership
    • Onboarding and Orientation

    Session Four: Five Practices of Leadership

    • Challenging, Inspiring, and Enabling
    • Modeling and Heart
    • Practices in Practice
    • Pre-Assignment Review
    • Recommended Reading List
    • Post-Course Assessment
    • Pre- and Post-Assessment Answer Keys
    • Personal Action Plan
    Requirements

    Entry requirements

    Students must have basic literacy and numeracy skills.

    Minimum education

    Open entry. Previous schooling and academic achievements are not required for entry into this course.

    Computer requirements

    Students will need access to a computer and the internet.

    Minimum specifications for the computer are:

    Windows:

    Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

    MAC/iOS

    OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

    All systems

    Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

    Students will also need access the following applications:

    Adobe Acrobat Reader

    Requirements

    Entry requirements:

    Students must have basic literacy and numeracy skills.


    Minimum education:

    Open entry. Previous schooling and academic achievements are not required for entry into this course.


    Device requirements:

    Students will need access to a computer/any device and the internet.

    FAQS

    1.  Who are Courses For Success?

    Courses For Success is a course platform that started in 2008
    with 5 courses, since then we have grown to over 10,000 online courses.

    Our courses span across the following categories:

    •Animal    

    •Beauty    

    •Business    

    •Health & Fitness     

    •Finance

    •Lifestyle    

    •IT & Software    

    •Personal Development

    •Teaching & Academics

    2.  Is there a refund/cancellation policy?

    Yes, we have a 7-day money-back refund guarantee. Just send us an email to info@coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

    3.  What is the FREE Personal Success Training Program?

    The Personal Success Training Program
    was developed by Courses For Success to help our customers achieve
    success. Currently, we are offering this program for FREE with every
    course or bundle purchase this month. This is a limited time offer!

    4.  Are there any requirements to study this course?

    No,
    anyone who has an interest in learning more about this subject matter
    is encouraged to take our course. There are no entry requirements to
    take this course.

    5.  Do I require to have finished high school to complete this course?

    No,
    you do not require a High School Diploma or to have finished school to
    study this course, this course is open to anyone who would like to take
    this course.

    6.  What if English is not my first language?

    This
    course is provided in English, however, due to the digital nature of
    our training, you can take your time studying the material and make use
    of tools such as google translate and Grammarly.

    7.  Is this course online or conducted in person?

    All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

    8.  How do I receive my course?

    After
    you have completed the payment, you will receive a confirmation email
    and tax receipt. You will also receive an email containing your course
    login details (username and password), as well as instructions on how to
    access and log in to your course via the internet with any device,
    please check your junk/spam folder in the event that you do not receive
    the email.

    9.  When does this course start?

    Providing
    you have internet access you can start this course whenever you like,
    just go to the login page and insert your username and password and you
    can access the online material.

    10.  What is online learning like?

    Online learning is easy, if not easier than a traditional academic situation.
    By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.

    Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

    11.  What computer skills do I need for my course?

    You
    don't need to be a computer expert to succeed with our online training,
    but you should be comfortable typing, using the internet and be capable
    of using common software (such as Microsoft word).

    12.  How long will you have access to the online course?

    The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.

    Please also check the course summary, as a small selection of courses have limited access.

    13.  How long will my course take?

    Course duration, is listed under Course Summary

    14.  Do I need to buy textbooks?

    All the required material for your course is included in the online system, you do not need to buy anything else.

    15.  Is the course interactive?

    Yes, all our courses are interactive.

    16.  Is there an assessment or exam?

    Yes,
    you will be required to complete a multiple-choice test online at the
    end of your course, you can do this test as many times as you require.

    17.  What type of certificate will I receive?

    You
    will receive a Certificate of Completion that is applicable worldwide,
    which demonstrates your commitment to learning new skills. You can share
    the certificate with your friends, relatives, co-workers and employers.
    Also, include it in your resume/CV, professional social media profiles
    and job applications.

    Wendy Sue Hunt - 5 STAR REVIEW
    "If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
    The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."

    Valencia Marie Aviles - 5 STAR REVIEW
    "I
    had a very good experience with my course. It has helped me to get
    multiple jobs and prepared me for almost everything I would need to
    know. The course was very informative and easy to understand and broken
    up perfectly to be done in a short amount of time while still learning a
    good amount! I would recommend Courses for Success to anyone trying to
    get abs certifications for job advancements, it is well worth it!"

    ELENA GRIFFIN - 5 STAR REVIEW
    "I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for
    more.
    Thank you Courses for Success for being part of my learning journey and making education affordable!"

    Our
    completion certificates are very valuable and will help you progress in
    your work environment and show employers how committed you are to learn
    new skills, you might even get a promotion.

    18.  Will this course be credited by universities?

    No, it is not equivalent to a college or university credit.

    19.  Am I guaranteed to get a job with this certificate?

    This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

    20.  How will this course assist me with my career?

    Studying
    and completing this course will show employers that you have the
    knowledge in this field, additionally you will gain more confidence in
    this area of expertise.

    21.  How long is the certificate valid for?

    The Certificates are valid for life and do not need renewing. 

    22.  Can I take more than one course at a time?

    Courses
    are studied online at your own pace and you are free to study as many
    or as few courses as you wish, we also offer online course bundles that
    allow you to save on additional courses so that you may get all the
    topics related to your training goals in one go.

    23.  What are the Payment Methods available? Is there a payment plan?

    We accept payments via PayPal, Credit Card and Bank Transfer.

    Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.

    To pay via bank transfer contact us info@coursesforsuccess.com

    24.  Can I purchase for multiple people?

    Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com

    25.  Can I request for an invoice before purchase?

    Yes, you can request for an invoice via email at info@coursesforsuccess.com

    26.  Purchase for a gift?

    Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.

    27.  Can I create my own course bundle?

    Yes,
    you can customize your own bundle. Please send us the complete list
    with the exact course link of the courses you'd like to bundle up via
    email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

    28.  How will I contact Courses For Success if I have any questions?

    You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

    Free Personal Success Training Course

    The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!

    This month, we are providing it for Free with all Course Purchases, as a special offer!

    Benefits:

    • How to layout a Success Plan.

    • Get where you want to be in life.

    • How to unclutter your mind to succeed.

    • Achieve your dreams using your imagination.

    • How to have faith in yourself.

    Features:

    • Life time access

    • Complement your individual course purchase.

    • Click here Personal Success Training Program to see thousands of positive reviews,

    Hurry - offer - ends this month!

    Course Bundles

    Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.

    Course Bundles