Basics of Customer Service
$84.00
Course Length: 3 Hours
This 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.
Topics Explored
- 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
What to expect in this 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.
State Approvals/Recognition
State approvals, include:
AL-Alabama Electronic Security Board of Licensure (AESBL)
CA-Approved through WBFAA. Must submit through WBFAA, conversion fees apply.
LA-Louisiana Office of the State Fire Marshal: Life Safety & Property Protection Advisory Board (LSPPA)
KY – Louisville-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)
Online Courses:
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. Refunds should be expected within thirty days of receipt of returned materials.Live In-Person and Virtual Courses
Provider Cancellation Policy: Training Providers may cancel a class with at least 5 calendar days’ notice to pre-registered students. Classes may be cancelled without advance notice due to weather conditions or other unforeseeable emergencies. The Training Coordinator determines the conditions that constitute an emergency. All monies paid to the Training Provider for a class that is cancelled shall be fully refunded within 14 business days of the cancellation notice. Students may choose to have their monies credited towards another scheduled class. Students should contact the Training Provider for additional terms and conditions regarding their refund policy. Student Cancellation Policy: If a student cancels an ESA National Training School course more than seven days prior to the class, a refund, less a 25% administrative fee, will be issued. In lieu of canceling, a student can opt to transfer their funds to a future course. There are no refunds or transfers permitted within seven days before the class.Returns should be sent to:
Attn: PO Box 610605
Dallas, TX 75261
Returned items should include a letter regarding the nature of the return, include the student’s name, telephone number and email address.
Basics of Customer Service
$84.00
