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Customer Service for Security Officers
Lesson 1
Who We Are and What We Do
Who are Customers
External Customers
Internal Customers
What is Customer Service
Who are Customer Service Providers
Lesson 2
Establishing your Attitude
Appearance Counts
The Power of a Smile
Staying Energized
Staying Positive
Lesson 3
Identifying and Addressing Customer Needs
Understanding the Customer's Situation
Staying outside the Box
Meeting Basic Needs
Going the Extra Mile
Lesson 4
Generating Return Business
Following Up
Addressing Complaints
Turning Difficult People Around
Lesson 5
In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service
Using Body Language to Your Advantage
Lesson 6
Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
Lesson 7
Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Email final thoughts
Lesson 8
Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing your own Emotions
Lesson 9
Understanding When to Escalate
New Lecture
Coping with Insults
Dealing with Legal and Physical Threats
The Advantages and Disadvantages of Telephone Communication
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