Mastering Customer Service Excellence: Elevate Your Skills with SOP Training

Customer Service Standard Operating Procedures

Discover the keys to outstanding customer service with the Customer Service Standard Operating Procedures course. Engage in 16 dynamic, self-paced lessons that enhance your skills, define roles, and improve stakeholder relationships.

Buy Now - $47.00

Mastering Customer Service Excellence: Elevate Your Skills with SOP Training

Welcome to the "Elevate Care Training: Customer Service Standard Operating Procedures" course!

This program is designed to transform your customer service skills through 16 engaging, self-paced lessons. You'll gain clarity on your role, master essential skills, and build strong relationships with stakeholders.

Enrol now and get ready to elevate your career and earn a certificate upon completion!

Course Modules

1. What will you learn in this course?
2. Please take this short survey before you proceed!
1. 2.1 What is Customer Service?
2. 2.2 Why is Customer Service Important?
3. 2.3 Key Objectives of the Training
4. 2.4 Challenges in Staff-Family Relationships
1. 3.1 Diverse Needs
2. 3.2 Maintaining Consistency
3. 3.3 Conflicting Priorities
4. 3.4 Resource Limitations
1. 4.1 Define Roles
2. 4.2 Prevent Overlaps
3. 4.3 Importance of Having a Clarity on Roles
4. 4.4 Practical Examples
1. 5.1 Key Individuals
1. 6.1 Categories
2. 6.2 Participant Families
3. 6.3 Healthcare Providers
4. 6.4 Government Agencies
5. 6.5 What Do Stakeholders Need from Us?
6. 6.6 Strategies for Effective Engagement
1. 7.1 What is it?
1. 8.1 Using the "Feel, Felt, Found" Technique
2. 8.2 "Feel, Felt, Found" Method
3. 8.3 Standard Formulation
4. 8.4 Examples of Common Concerns
1. 9.1 Communication Channels
2. 9.2 When to Use Each Channel?
1. 10.1 Importance of Apologising to Customers
2. 10.2 When is an Apology Appropriate?
3. 10.3 Effective Apology Examples
4. 10.4 Language Matters
5. 10.5 Follow-Up Actions
1. 11.1 Recognising Signs of Frustration
1. 12.1 Overview
2. 12.2 When to Escalate?
3. 12.3 Internal Escalation Process
4. 12.4 External Escalation Options
1. 13.1 What is it?
1. 14.1 What is it?
1. 15.1 Joshie’s Ritz-Carlton Adventure
2. 15.2 Lessons Learned from the Case Study
1. 16.1 How is it?
2. 16.2 Empowering Your Staff
1. 17.1 Accountability
2. 17.2 Ownership Problem
3. 17.3 Follow-Through
1. 18.1 Creating a Feedback Loop
2. 18.2 Gather and Analyse Feedback
3. 18.3 Using Feedback to Improve Service
1. 19.1 What is it?
1. 20.1 Examples of Customer Service Successes
1. 21.1 When to Use Informal Resolution
2. 21.2 Formal Complaint Handling
3. 21.3 When to Use Phone Calls
4. 21.4 Examples Of Phone-based Resolutions
1. 22.1 Tiered Escalation
2. 22.2 Key Contacts
3. 22.3 How to Track and Document Escalations
4. 22.4 Case Study: Managing a High-Value Customer Complaint
1. 23.1 Overview
2. 23.2 Technology in Customer Service
3. 23.3 Measuring Customer Success Service
4. 23.4 Building a Customer Centric Culture
5. 23.5 Handling Multichannel Communication
1. 24.1 Trends in Customer Service
1. Recap
2. Lets check your understanding of this course
3. Quiz
4. Final Survey Questions
5. More resources

Course details

$47.00
71 lessons
Online Self-Paced
Awarded with Certificate of Completion

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Specialised Trainer

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Natasha is a seasoned support worker, trainer, and instructional designer, dedicated to creating impactful training solutions. Her experience across various roles has enabled her to develop transformational training products for face-to-face, blended, and online delivery.

Natasha's philosophy is that training should transcend checkbox exercises, ensuring that participants are better skilled, more informed, and more capable. She strongly values the often-underappreciated role of a Support Worker, believing that when performed excellently, it elevates society as a whole.

Natasha's extensive qualifications include Diplomas in Community Services and Mental Health, as well as a Skill Set Qualification in Alcohol and Other Drugs. Additionally, she holds a Diploma in Training and Assessment (TAE) and an Advanced Diploma in Business, and she is currently pursuing an undergraduate degree in Psychological Science.

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Customer Service Standard Operating Procedures