Customer Service Courses

Customer service is the support, assistance, and advice an organization offers before, during, and after purchasing its services or goods. It aims to support customer and client satisfaction leading to new and returning customers, customer referrals, and customer loyalty. Determining what the customer needs, explaining the process of obtaining a good or service, processing orders, supplying the customer with the necessary information and costs associated with a good or service, proactively communicating the timeframe of receiving a good or service, informing customers of changes to an order, managing expectations of customers, answering and transferring customer calls, handling customer concerns and complaints, resolving issues, answering questions, and communicating with customers by social media, email, text, in-person, or phone fall under the realm of customer service.

Customer service positions require interacting directly with customers and clients in numerous settings. Professionals in customer service are often the first point of contact for customers, which requires relationship building, interpersonal, and communications skills to enhance customer satisfaction, secure customer purchases, and increase customer loyalty. Problem-solving and conflict resolution skills allow customer service professionals to work efficiently and quickly to resolve customer issues and concerns. Problem-solving skills include data analysis, brainstorming, and prioritizing, while conflict resolution skills include emotional intelligence, active listening, and mediation. Customer service professionals also possess brand awareness and product knowledge to thoroughly address customer questions and concerns about a product or service.

Customer service is a growing field with lots of customer service positions available worldwide, creating a high demand for qualified customer service job applicants. Organizations are placing a higher level of focus on customer outreach, increasing the need for customer service professionals. Examples of in-demand positions that require customer service skills include sales representatives, cashiers, call-center representatives, bank tellers, receptionists, front desk coordinators, member services representatives, concierges, patient coordinators, technical support representatives, client relations associates, service advisors, and front desk managers.