Surviving Customer Service: Skill & Career Enhancement
4.3 (69 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.
3,659 students enrolled

Surviving Customer Service: Skill & Career Enhancement

The essential skills and mindset training you need to provide exceptional customer service and jumpstart your career.
4.3 (69 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.
3,659 students enrolled
Created by Donovon Jenson
Last updated 4/2017
English
English [Auto-generated]
Current price: $27.99 Original price: $39.99 Discount: 30% off
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This course includes
  • 2 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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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
Expand all 37 lectures 02:11:54
+ Understanding The Course
2 lectures 07:41

In this video I give a brief overview of my experience as well as who this course is for.

Preview 02:05

In this video we talk about the four pillars of delivering excellent customer service - Mindset, communication, knowledge, and business.

Preview 05:36
+ Mindset
7 lectures 31:12
Intentional Learning
04:01

In this video we talk about framing your mindset to be prepared for failure and how to take reasonable risks. 

Failure & Risk
03:58

In this video we cover how to proactively solve problems by addressing them before you have to and how that will benefit you.

Proactive Problem Solving
04:15

It can be difficult to know what impact your customer service job makes, in this video we talk about why it's important to do your best.

You Make A Difference
05:08

In this video we briefly cover a mindset technique for thinking about sales which has helped many customer service agents reframe their experience. 

Thinking About Sales
04:20

In this video we go over a few ideas for how to keep sane during the day to day tasks involved in customer service.

Daily Survival
05:37
Mindset Refresh
3 questions
+ Communication - I Care & Understand
3 lectures 12:30

This video covers the importance of caring about customers and making sure you communicate that effectively. 

Show You Care
05:18

In this video we discuss the important of truly understanding a customer's needs before moving on to provide a solution.

Understanding Needs
03:14

There are many things you can pick up on from subtle interactions, this video is about reading cues to find more information. 

Reading Cues
03:58
+ Communication - Let's Get This Done
6 lectures 19:37

The way you communicate with customers makes a big difference in the type of service they receive. This video is a short reminder to pay attention to how you're communicating with customers. 

Know Your Medium
02:57

In this video we cover how focusing on solutions is the best way to keep customer conversations moving forward and productive. 

Focus On Solutions
04:24

It's not our responsibility to make decisions for customers, in this video we talk about why providing options is the best choice. 

Provide Options
02:40

In this video we cover how resolving each customer concern saves you and them time in the future.

Resolve Every Concern
03:00

When customers come in they expect you to be the expert, here's how to own conversations.

Own The Conversation
03:01
Setting Realistic Expectations
03:35
+ Communication - The Difficult Ones
4 lectures 16:05
Dealing With Mistakes
04:00

Customers come into the store thinking they're right, here we talk about how to deal with those issues.

Customers Think They’re Right
03:44

In this video we talk about the skills in being able to handle seriously difficult customers.

Dealing With Difficult Customers
03:35

In this video we discuss the concept of customer economic value, and how to understand when it's worth letting a customer go.

Customer Economic Value
04:46
Communication Refresh
3 questions
+ Knowledge
3 lectures 09:21

Here we go over the most important pieces of knowledge you need when starting a new customer service role.

Knowledge Basics
03:33

Once you know the basics, it's time to become the person other people ask. This will fuel your customer service career and provide new opportunities.

Become The Person To Ask
03:27

This video is about how learning from customers can exponentially increase your value to the business and give you more opportunities to move up.

Learn from Customers
02:21
Knowledge Refresh
1 question
+ Business - Resilience & Growth
3 lectures 08:40

While it may seem old-fashioned, showing your character is the best way to get additional opportunities in customer service roles.

Show Your Character
02:13

In this video we talk about why accepting and seeking feedback are so critical to your job satisfaction and growth.

Getting Feedback
03:07

Creating your own opportunities is the best way to get ahead in a business. Here's how you can start to work on that. 

Capitalize On Opportunities
03:20
+ Business - Working With People
3 lectures 09:03

Here we discuss why it's so important to build relationships while you're at work.

Build Relationships
02:53

How others perceive you is important for how your career progresses. While you can't control it, you can definitely influence it.

Perception Matters
03:14

In this video we discuss the benefits of teaching your customer service skills to others in the organization. 

Teach Others
02:56
+ Business - Career Pathways
5 lectures 15:44

This video is about why it's beneficial to create a career plan and map out your future.

Make A Career Plan
03:24

In this video we talk about a few pitfalls customer service agents run into when trying to get a promotion, and how to set yourself up in the best way to get promoted.

Preparing for Promotions
02:51

In this video we discuss the importance of being visible in your organization so you can get more opportunities and skills.

Be Visible
03:31

Some people like their current role in customer service, here's why you should still implement the majority of these ideas!

I Don’t Want a Promotion
02:24

Know how business, and your business specifically, work is critical to your understanding of opportunities. As you expand beyond customer service, you'll learn how business works as a whole. 

Understanding The Business
03:34
Business Refresh
4 questions
+ Concluding Thoughts
1 lecture 02:01

A few final thoughts and other resources beyond customer service that you can check out.

BONUS: Concluding Thoughts
02:01