Basics of Customer Service CEU

$105.00

PRICE: $75 for ESA members/ $105 for non-members (NOTE: Membership will be validated post purchase)

Course Description

This three-hour online course provides students with communication skills, customer service skills and tips to deal with handling difficult customers.  Key skills necessary to deal with difficult situations and provide the highest possible level of customer service and a number of situations on dealing with customers in a professional manner.

 

Pricing Info:

ESA Members receive a discount on National Training School courses. You will have the option to update the price based on your ESA membership status once the item has been added to your cart.  ESA Membership will be validated post purchase.

What to Expect in the Online Course:

The course is delivered using a presentation style that is built off the exact same content covered in our instructor led course.  The presentation includes text,audio, graphics, videos and activities to help you absorb the information presented. This course has a short quiz at the end which you will be required to pass with a 70% or greater to complete the course.  

NOTE:  Not all state regulatory agencies allow online courses for licensing or CEUs.  Please check with your licensing agency prior to taking this course for licensing.

State Approvals:

AL-Alabama Electronic Security Board of Licensure (AESBL)

LA-Louisiana Office of the State Fire Marshal: Life Safety & Property Protection Advisory Board (LSPPA)

Louisville, KY-Louisville Metro Police Department (LMPD)

MS-Mississippi Office of the State Fire Marshal: Electronic Protection Systems Division

TX-Texas Department of Public Safety: Private Security Bureau (TX DPS-PSB)


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Cancellation Policy:

If the student has completed less than ¼ of the course and a request is made to cancel, a refund is available less a 25% administrative fee. Students may choose to transfer their funds to another ESA/NTS provided course if less than ¼ the course has been completed. Transfers will not be issued until the class materials, including the course manual, is returned in like new condition to ESA/NTS. Fund transfers cannot be made to non-ESA/NTS courses due to the varied payment terms established by the Training Providers. Cancellation requests made beyond one-quarter through the course will not be refunded or transferred. 

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Length:

3 hours

Time:

Must spend 3 hours in class. 

Detailed Course Outline:

Course Learning Objectives

  • Differentiate between fact and inference when dealing with customers
  • Follow the proper etiquette when speaking to customers on the phone
  • Communicate effectively by avoiding common pitfalls with angry customers
  • Use the communications cycle, as well as your role in it, to your advantage when dealing with customers
  • Identify and speak to customer’s communication profile
  • Recognize the obstacles that impact customer service
  • Ask crucial questions to get more information about the problem
  • Maintain a professional attitude and defuse even the most difficult situations
  • Maintain control of the discussion
  • Identify the customer’s core concerns
  • Develop a workable solution for resolution
  • Recognize when escalating a problem is the best course of action