Customer Service: Soft Skills Fundamentals
4.4 (7,289 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
19,632 students enrolled

Customer Service: Soft Skills Fundamentals

How to keep your head when everyone else is losing theirs
Bestseller
4.4 (7,276 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
19,632 students enrolled
Created by Samara Wenten
Last updated 12/2017
English
English [Auto], French [Auto], 5 more
  • German [Auto]
  • Indonesian [Auto]
  • Italian [Auto]
  • Portuguese [Auto]
  • Spanish [Auto]
Current price: $13.99 Original price: $19.99 Discount: 30% off
5 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 39 mins on-demand video
  • 4 articles
  • Full lifetime access
  • Access on mobile and TV
  • Assignments
  • Certificate of Completion
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What you'll learn
  • How to take care of yourself while taking care of others
  • How to really listen to customers, not just hear their problems
  • How to be personable even when you're not there in person
Requirements
  • Nope. You just need a desire to deliver top-notch customer service.
Description

Starting a new career in customer service can be intimidating. How will you deal with all those people? New employee training can teach you how to turn on the lights and work the computers, but you need to know more about the non-tangibles, the soft skills of getting along. This course will help you develop the soft skills you need to thrive when facing clients day after day.

Who this course is for:
  • People starting out in a customer service career will benefit from this course.
  • First time customer service reps should take this course to prepare themselves for their new job.
Course content
Expand all 22 lectures 40:24
+ Prepare Yourself and Your Space
6 lectures 07:55
How Do You Prepare For A Busy Day?
00:14
Workspace Review
00:05
The Platinum Rule
01:10
Body Language Matters, Even On The Phone
02:57
Before you start answering phones, listen to what you actually sound like by practicing and recording your voice.
Listen to yourself before you listen to clients
2 questions
+ Dealing With Customers
6 lectures 06:46
Mute is Your Friend
01:05
What is her problem? Listen carefully!
00:32

You just listened to an angry client rant. What was her problem? 

What's Her Problem?
1 question
Don't Know? Ask!
01:32
Ask Dr. Google
02:00
Follow Up, Follow Through, and Document, Document, Document!
01:22
A Sample Call - What Would You Do?
00:15

Listen to an angry customer and determine how you can best help him.

Help an Angry Customer
1 question
You will likely be called upon to respond to clients in text as well as on the phone. This activity will allow you to practice your skills responding to a social media post directed at your company.
Respond in text to a client
4 questions
+ Self Preservation in Customer Service
3 lectures 01:44
Be an Industry Expert
00:38
Do some research to find 5 sources for information about your industry.
Become an Industry Expert
2 questions
Reviews Are a Good Thing
00:41
Take a Walk!!
00:25
+ Conclusion
2 lectures 02:33
What Have We Learned?
01:16
Extra Credit: Inspiration
01:17