Excellence in Customer Service

Name: Excellence in Customer Service
Rating: 4.1 (110 reviews)

Handling Customer Complaints | Dealing with Difficult Customers | Listening & Telephone Skills

Created byPeace Itimi

Last updated 3/2019

English

English [Auto],

What you'll learn

How to speak to customers and clients
Listening Skills
Telephone Skills
How to make a good first impression
How to give excellent customer service

Course content

4 sections • 18 lectures • 1h 2m total length

Introduction1:28
Master customer service basics, define your customer, and craft strong first impressions. Learn to handle difficult situations and complaints while aligning with your brand and service promise.
What is Customer Service10:42
Define customer service as pre- and post-purchase support that creates an easy, enjoyable, and impeccable experience, linking brand promise to retention and referrals.
Three Elements of Customer Service2:42
Explore the three elements of customer service, starting with defining what service really is, then knowing your customer, and finally delivering a customer friendly approach that helps users get better results.
What Constitutes Excellence in Customer Service?1:49
Anticipate and fix problems before customers notice, delivering excellent customer service through proactive processes, a positive attitude, and strong listening, observation, and communication skills.
5 Basic Needs of a Customer4:52
Explore the five basic needs of a customer—friendliness, empathy, fairness, control, and information—and how accountability and attentive listening shape service.
How to Make a good first impression7:45
Learn to make a positive, lasting first impression by being friendly, proactive, and neatly presented while using names, listening well, and solving problems quickly with empathy.
How to Communicate with the right Language3:45
Learn to use positive, solution-focused language in customer service by clearly stating what you can do, guiding customers to the right department, and offering timely, polite responses.

Dealing with a talkactive customer2:02
Learn to handle talkative customers by using closed questions to limit interruptions, sprinting through conversations with minimal responses, while staying polite and efficient.
Dealing with Difficult Customers4:05
Learn to handle difficult customer situations by separating behavior from the person, listening without defensiveness, asking questions to understand needs, offering alternatives, taking responsibility, and taking action.
Dealing with an angry customer2:21
Listen carefully, do not interrupt, to understand the customer's problem, then stay calm and polite. Offer an action plan, prevent escalation, and if needed, calmly show who is in charge.
Dealing with the I know it all customer1:58
Acknowledge the know-it-all customer and show respect, compliment their research, and let them guide the conversation while you politely correct them, to engage and learn from their questions.
Dealing with the Indecive Customer1:33
Learn to handle indecisive customers by asking open-ended questions, drilling down with closed questions, and reflecting back to tailor a clear action plan with written confirmation.

Handling Customer Complaints1:39
Apply a six-step process to handle customer complaints with accountability: ask questions, listen, identify needs, clarify, present alternatives, agree, take action, and follow up to secure a happy customer.
5 Golden rules of handling customer complaints2:45
Learn to handle customer complaints by listening without interruption, offering sincere apologies, proposing solutions, and taking responsibility to build trust and a memorable service experience.

Listening Skills1:03
Enhance your listening skills to better handle different customer types, apply golden rules for complaints, and communicate effectively by phone to improve customer relationships.
Conversation Skills intro5:11
Develop listening skills by maintaining eye contact, staying attentive and relaxed, and keeping an open mind during conversations, not interrupting, and not imposing solutions while interpreting nonverbal cues with empathy.
Telephone Skills6:11
Master five essential telephone communication tips—positive tone, clear enunciation, sincere engagement, using the customer's name, and ending on a positive note—to deliver direct, satisfying service.
Outro0:57
Develop lasting customer service excellence by recognizing different kinds of customers, mastering listening skills, and delivering helpful, positive interactions that leave clients satisfied.

Requirements

No prerequisites needed except the willingness to learn

Description

Customer service is a company’s opportunity to connect with customers, solve problems, and show they care. And when customer service is executed well, it can resonate with customers for years to come.

That’s why training customer service training is just as important (if not more) as any other. Service experiences are what stick with your customers and inspire reviews and word-of-mouth advertising.

In this course, you will learn:

The basics needs of a customer and how to fulfill them
The Golden Rules of Handling Customer Complaints
How to deal with different kinds of customers
How to make a good first impression and put a smile on your customer/client's face
Listening and Telephone Skills and lots more

Who this course is for:

brand managers
customer service executives
front desk staff
client service executives
customer support executives
account managers
Sales Managers
Project Managers
Team Leads
Entrepreneurs

Excellence in Customer Service

What you'll learn

Explore related topics

Course content

Introduction to Customer Service7 lectures • 33min

Dealing with different kinds of difficult customers5 lectures • 12min

Handling Customer Complaints2 lectures • 4min

Telephone and Listening Skills4 lectures • 13min

Requirements

Description

Who this course is for: