How To Improve Customer Service Skills
4.1 (217 ratings)
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How To Improve Customer Service Skills

The essential Training for Anyone Aspiring to Succeed in Customer Service
4.1 (217 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
653 students enrolled
Created by Adam Karsh
Last updated 12/2016
English
Current price: $10 Original price: $75 Discount: 87% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1 hour on-demand video
  • 3 Articles
  • 3 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Understand what customer service means in relation to your internal and external clients
  • Learn how your attitude has a direct impact on customer service
View Curriculum
Requirements
  • Students need to have some experience in customer service in order to benefit fully from this training. However, students with no previous experience would learn a lot from the material
Description

To a certain extent we are all involved in customer service. Maybe you're on the front office services of an organization, serving the customers who purchase your products. Perhaps you're a HR partner, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a CEO, serving your staff and your customers.

The Customer Service Skills training will examine all types of customers and how we can serve them better and improve ourselves in the process. You will acquire a valuable skillset including in-person customer service and over-the-phone techniques, coping with difficult customers, and generating re-occuring profit from return customers.

Who is the target audience?
  • Understand how excellent customer service contributes to business profitability
  • Learn how in-person customer service builds good will.
  • Learn how to offer excellent customer service over the phone
  • Use online tools to engage with your customers
  • Learn how to Deal with difficult customers
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Curriculum For This Course
29 Lectures
02:43:39
+
First Things First
2 Lectures 02:56
  • Workshop Objectives
Preview 01:14

Funny Case Study
01:42
+
The Essential Components
20 Lectures 01:08:32
  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?
Preview 07:01

case study - Module 2
00:29

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
Establishing Your Attitude
08:44

case study - Module 3
00:48

  • Understanding the Customer's Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
Identifying and Addressing Their Needs
08:48

case study - Module 4
00:39

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
Generating Return Business
07:04

case study - Module 5
00:42

  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage
In-Person Customer Service
05:54

case study - Module 6
00:39

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
Preview 06:48

case study - Module 7
00:33

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or e-mail
Providing Electronic Customer Service
05:44

case study - Module 8
00:30

Email Ping Pong
1 page

case study - Module 9
00:35

Do's and Don'ts of Email
00:35

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
Recovering Difficult Customers
06:53

case study - Module 10
00:33

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
Understanding When to Escalate
05:33
+
Wrapping Up
7 Lectures 05:14
  • Ten Tips
  • Words from the Wise
Ten Things You Can Do To WOW Every Time
02:40

case study - Module 11
00:30

Ten Tips
01:14

Q&A Review
84 pages

Last Word
00:22

Action Plan
2 pages

Recommended Reading
00:27
About the Instructor
Adam Karsh
4.0 Average rating
1,738 Reviews
14,839 Students
54 Courses
Qualified Psychologist | Personal Development Coach

Adam Karsh is a qualified psychologist. Before he changed career to psychology and personal development Adam worked for 10 years training and coaching employees in some of the largest global financial institutions in the world. His mission is to deliver maximum learning value to students interested in improving or acquiring key soft skills such as communication, leadership, management, productivity, emotional intelligence, well-being, problem solving, creativity, conflict resolution and other intangible skills.