Customer Service Success: Take Your Skills to the Next Level
What you'll learn
- Build rapport with customers to improve their satisfaction and your job performance
- Acquire and implement strategies to exceed your customer’s expectations to stand out from competition
- Discover ways to increase your job satisfaction and career growth
- Learn about the value of customer service and what impact it has on your company and job satisfaction
- Explore which in-demand skills are most valued by employers
- Decrease problematic situations by avoiding common customer service failures
- Analyze customer feedback to help your team optimize your company’s products and services
- Practice purposeful smalltalk to connect with customers and resolve issues
- Improve your communication using the the power of your voice
- Make most from first impressions to create a sense of trust, knowledge and professionalism
- Demonstrate professionalism and build trust using eye contact and facial expressions
- Influence how customers feel about interacting with you using your posture and body language
- Learn how to set realistic expectations to prevent customer confusion and difficult situations
- Replace vague sentences with clear & efficient messaging to avoid and decrease misunderstandings
- Discover why customers miss important information and what you can do to prevent it
- Manage unreasonable expectations while keeping your customers happy
- Improve your verbal and written communication skills to boost your success at work
- Develop strong active listening skills to build relationships, solve problems, and get your ideas across
- Discover what barriers can come in the way of effective listening
- Implement effective listening strategies to make your customers feel heard and understood
- Explore effective methods to handle upset customers and turn negative situations into positive experiences
- Use empathy to create positive interactions and take ownership for your customers’ experience
- Discover what language triggers negative emotions and how you can replace it to create positive experiences
- Build resilience and learn ways to take care of yourself so you can easily manage stressful situations
- Effectively manage your customers’ comments on social media
- Learn effective ways to address positive and negative reviews online to boost your company’s reputation
- Explore ways big companies use to create memorable experiences for their customers
- Brainstorm innovative solutions to "wow" your customers by catering to their needs
- Review common problems and solutions in customer service
- Watch interviews to gain valuable insights about careers in customer service
Requirements
- Have access to a consistent internet connection
- No prior experience in customer service required
Description
Great customer service is the foundation of any successful business. With the right skills, you have the power to build customer loyalty and create positive service experiences. When you listen and understand your customers' needs and communicate effectively, you can make decisions that benefit the customers and improve your company’s performance.
This course is for you if you wish to:
Learn best customer service practices that are practical and easy to implement
Create memorable experiences for your customers
Stand out from competitors
Learn in-demand customer service and soft skills that will last a lifetime
Exceeding your customers’s expectations can help deliver a long-term increase in revenue, customer loyalty, and your job satisfaction.
This course is designed to apply to both individuals who want to upgrade their customer service skills, but also businesses that want to train their employees and take their customer service to new levels!
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Customer service training doesn't have to be boring! Are you tired of courses that are outdated, monotonous or that just cover the basics?
The comprehensive course includes engaging lectures, real company examples, downloadable course notes and scripts, and interviews with industry professionals. All of these resources are designed to help you apply what you learn and succeed!
In this course, we will cover:
Customer service fundamentals
Essential skills in customer service
Building rapport in customer service
Managing customer expectations
Effective listening skills
Dealing with upset customers
Self-care in customer service
Responding to positive and negative reviews on social media
Memorable ways to "wow" your customers
FAQs and advice
Interviews with industry professionals
And much much more!
By the end of the course, you will:
Feel confident building rapport with customers
Use the power of words, first impressions, and body language to influence how they feel about interacting with you
Learn how to effectively listen to customer inquiries
Feel confident in communicating online, in person, and over the phone
Become more productive, focused and resilient when dealing with upset customers
Turn negative situations into positive experiences
Gain practical skills to tackle challenging situations
Learn how you can improve your company’s reputation, and as a result, your customers’ experience
Wow your customers and impress your employers
Your Instructor:
Viktoriya Maya works as the Director of Marketing at Corporate Finance Institute, a leading global provider of online finance education. She is in charge of managing both the marketing and customer service departments to ensure the organization offers top notch education and student support. By serving over half a million of customers and managing a busy team of customer support professionals, she gained hands-on experience and valuable skills that helped her succeed in her role and grow her career.
Take a look through the course description and try the free previews to explore the content in more detail
You have absolutely zero risk. Udemy gives you a 30-day money back guarantee to make sure you are satisfied with the course.
If you are ready to upgrade your skills, grow your career, and make a difference in people’s lives, enroll now to get started!
Who this course is for:
- Individuals working in customer-facing roles
- Freelancers and business owners who want to impress their customers and stand out from competitors
- Managers looking to provide training and improve the performance of their customer support team
- Organizations that want to raise the bar and take their customer support to its next level of excellence
Featured review
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Course content
- Preview03:51
Instructor
- 4.5 Instructor Rating
- 202 Reviews
- 15,726 Students
- 2 Courses
Hi, I'm Viktoriya.
Thank you for checking out my course.
I work as the Director of Marketing at Corporate Finance Institute, a leading global provider of online finance education. I am in charge of managing both the marketing and customer service departments to ensure the organization offers top notch education and student support.
By serving over half a million of customers and managing a busy team of customer support professionals, I gained hands-on experience and valuable skills that helped me succeed in my role and grow my career.
Prior to this role, I worked in academic affairs, teaching, and student advising at some of Canada's top universities and private institutions.
Key Highlights
- Manage marketing and customer service departments at a leading global institution, serving over 500,000 finance and investment professionals
- Taught international students at private and public institutions offering applied degree programs, career and trades training, preparatory programs, and continuing education.
- Planned and coordinated all student affairs activities related to admissions, examinations, graduation, program change for 500+ students at McGill University.
- Managed the didactic team and academic program at a private English school in Italy.
- Advised and guided students in academic / university policies and procedures to ensure they were on track to meet their degree objectives and achieve academic success.
- Recruited, coordinated, and trained volunteers for a large scale Federal Government Career Expo and Conference at the University of Victoria
- Worked closely with student advisors, teaching staff, departments, faculties, and governmental officials to determine academic priorities for students and their resource needs
With this multifaceted background, my goal is to share my passion for lifelong learning with my students and help them achieve maximum potential in their professional lives.
I hope my course brings you value, inspires to take your customer service to new levels, and make a difference in people's lives.
Happy learning!