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Business Communications Customer Service

Surviving Customer Service: Skill & Career Enhancement

The essential skills and mindset training you need to provide exceptional customer service and jumpstart your career.
Rating: 4.5 out of 54.5 (74 ratings)
3,670 students
Created by Donovon Jenson
Last updated 4/2017
English
English [Auto]
30-Day Money-Back Guarantee

What you'll learn

  • Find meaning in their work
  • Provide excellent customer service
  • Communicate clearly to solve problems
  • Navigate the complexities of working in an office

Requirements

  • Students don't need to know anything, although some customer service experience may be helpful.

Description

I have a few questions for you. Are you miserable at work every day? What are you getting out of your job? Have you seen promotion opportunities open for you? Do you have good relationships with coworkers? How often are you stressed out, even after you get home? Does feedback from your boss make you feel proud, or frustrated? I fully understand those frustrations, and, having been through all of them and more, I want to help. By sharing the principles I’ve learned in customer support roles, hopefully I can cut your learning curve and increase job satisfaction. 

This course roughly follows the book that I wrote with the same title: Surviving Customer Service. This course covers most of the same topics, more quickly. I wanted to share these customer service skills as quickly as possible and deliver the information in a comprehensive but digestible course.By implementing these ideas, all customer service representatives will understand how to provide exceptional customer service. If you have any questions, don't hesitate to reach out, I'm happy to hear from you! 

Who this course is for:

  • The target student is someone who works in customer service and wants to be happier or increase their skills.

Course content

10 sections • 37 lectures • 2h 11m total length

  • Preview02:05
  • Preview05:36

  • Preview03:53
  • Intentional Learning
    04:01
  • Failure & Risk
    03:58
  • Proactive Problem Solving
    04:15
  • You Make A Difference
    05:08
  • Thinking About Sales
    04:20
  • Daily Survival
    05:37
  • Mindset Refresh
    3 questions

  • Show You Care
    05:18
  • Understanding Needs
    03:14
  • Reading Cues
    03:58

  • Know Your Medium
    02:57
  • Focus On Solutions
    04:24
  • Provide Options
    02:40
  • Resolve Every Concern
    03:00
  • Own The Conversation
    03:01
  • Setting Realistic Expectations
    03:35

  • Dealing With Mistakes
    04:00
  • Customers Think They’re Right
    03:44
  • Dealing With Difficult Customers
    03:35
  • Customer Economic Value
    04:46
  • Communication Refresh
    3 questions

  • Knowledge Basics
    03:33
  • Become The Person To Ask
    03:27
  • Learn from Customers
    02:21
  • Knowledge Refresh
    1 question

  • Show Your Character
    02:13
  • Getting Feedback
    03:07
  • Capitalize On Opportunities
    03:20

  • Build Relationships
    02:53
  • Perception Matters
    03:14
  • Teach Others
    02:56

  • Make A Career Plan
    03:24
  • Preparing for Promotions
    02:51
  • Be Visible
    03:31
  • I Don’t Want a Promotion
    02:24
  • Understanding The Business
    03:34
  • Business Refresh
    4 questions

  • BONUS: Concluding Thoughts
    02:01

Instructor

Donovon Jenson
Author, Software Engineer, Poet, Rapper
Donovon Jenson
  • 4.4 Instructor Rating
  • 1,090 Reviews
  • 20,626 Students
  • 6 Courses

Hey there! 

There are two main focuses to my work - The psychology of happiness and rap music. A little different, but that's what I know the most about! I'd love to have you join thousands of my other students. 

I studied psychology at the University of Utah and ever since then I've been interested in what creates happy, productive, friendly individuals. Over the last 6 years, I've cultivated an understanding of some of these principles and I'm happy to share them with you now. 

Want to find out more? Check out my site, How To Happy

"Best rap advice ever this helped me so much thank you" - Quote from an early student

I am also a rap and poetry coach that would love to help you take your lyricism and talents to the next level.

I have been rapping for over 10 years and teaching rap for 5 years. I've won several awards for both rap and poetry.  For the last 4 years, I've been running a how to rap channel on Youtube that provides various tips and tricks for aspiring artists. 

 If there's ever anything I can do to help you, please let me know.

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