Develop Your Customer Service Skills

Overview

Discover how to make your customers and their needs a primary focus, while at the same time developing and sustaining productive customer relationships. Develop skills for listening to customer needs, building rapport with those you're helping, and turning challenging customers into true allies.

Build key skills to deliver outstanding customer service.
Develop your customer service soft skills.
Learn to serve customers using social media.

Syllabus

Course 1: Customer Service Foundations

Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.

Course 2: Customer Service: Problem Solving and Troubleshooting

Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Course 3: Building Rapport with Customers

Forge a human connection with your customers. Learn how to establish rapport within the first few seconds of a customer service interaction.

Course 4: Customer Service: Handling Abusive Customers

Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.

Course 5: Creating Positive Conversations with Challenging Customers

Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.

Course 6: Listening to Customers

Learn techniques and strategies that can help you bolster your critical listening skills—and, in turn, help you provide exceptional customer service.

Course 7: Serving Customers Using Social Media

Social media is a critical customer service tool. Learn how to communicate and serve customers in high-stakes channels like Facebook, Twitter, and Instagram.