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BICO → Professional Development

Effective Customer Service and Communication


Description
This course is powered by LinkedIn Learning. A valid LinkedIn Learning subscription is required to access the course material. To obtain such a license contact your manager or email learn@cellink.com.

BICO is first and foremost a customer-driven organization priding itself on excellent customer service. This course will help you to learn some foundational principles of customer service, effective communication, empathy, and time management to improve your customer service practices, and make your customer interactions more enjoyable.

At the end of this course you'll be able to:


  • Describe the crucial skill sets needed to proved excellent customer service

  • Apply empathy to your customer service toolkit

  • Use empathy to diffuse difficult situations

  • Evaluate and improve customer service emails

  • Practice proper business etiquette when communicating in various forms

  • Reverse engineer your time to become more effective
Content
  • Customer Service
  • Customer Service Foundations
  • Exercises - Customer Service Foundations
  • 1.2 Value of Outstanding Service
  • 1.3 Identify your customers
  • 1.4 Personal Vision
  • 2.1 Connect rapport to outstanding service
  • 2.2 Implement techniques to build rapport
  • 2.3 Start a conversation
  • 2.5 Enhance likability on the phone
  • 3.1 Uncover customer needs
  • 3.5 Go the Extra Mile
  • 4.4 Expand Your Influence
  • 4.7 Anchor your own attitude
  • LinkedIn Learning Certificate Upload - Customer Service Foundations
  • Adding Empathy
  • Empathy for Customer Service Professionals
  • LinkedIn Learning Certificate Upload - Empathy for Customer Service Professional
  • Written Communication
  • Writing Customer Service Emails
  • Eight Traits of an Excellent Customer Service Email
  • LinkedIn Learning Certificate Upload - Writing Customer Service Emails
  • Business Etiquette
  • Business Etiquette: Phone, Email, and Text
  • LinkedIn Learning Certificate Upload - Business Etiquette
  • Time Management
  • Time Management for Busy People
  • LinkedIn Learning Certificate Upload - Time Management
  • Assessment and Evaluation
  • Satisfaction Survey - Effective Customer Service and Communication
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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