Customer Service Skills

The essential Training for Anyone Aspiring to Succeed in Customer Service
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  • Lectures 29
  • Length 3 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 1/2016 English

Course 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.

What are the 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

What am I going to get from this course?

  • Understand what customer service means in relation to your internal and external clients
  • Learn how your attitude has a direct impact on customer service

What 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

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: First Things First
Introduction
Preview
02:37
01:14
  • Workshop Objectives
Section 2: The Essential Components
07:01
  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?
case study - Module 2
00:29
08:44
  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
case study - Module 3
00:48
08:48
  • Understanding the Customer's Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
case study - Module 4
00:39
07:04
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
case study - Module 5
00:42
05:54
  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage
case study - Module 6
00:39
06:48
  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
case study - Module 7
00:33
05:44
  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or e-mail
case study - Module 8
00:30
Email Ping Pong
1 page
case study - Module 9
00:35
Do's and Don'ts of Email
Article
06:53
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
case study - Module 10
00:33
05:33
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
Section 3: Wrapping Up
02:40
  • Ten Tips
  • Words from the Wise
case study - Module 11
00:30
Ten Tips
Article
Q&A Review
84 pages
Last Word
00:22
Action Plan
2 pages
Recommended Reading
Article

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Instructor Biography

Adam Karsh, 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.

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