Last updated 7/2021
MP4 | Video: h264, 1280×720 | Audio: AAC, 44.1 KHz
Language: English | Size: 820.19 MB | Duration: 0h 57m
Excel as a front-line customer service agent using problem-solving & relationship-building skills, etiquette, and more.
What you’ll learn
Discover the impact of your role in customer service
Differentiate between customer service, customer experience, and internal customer service
Use problem solving skills to resolve customer issues with ease
Build better connections with your customers
Model proper etiquette when interfacing with customers
Explore how to delight and appreciate your customers
Navigate difficult customers and turn them into forever fans
Discover that customer service is just people helping people!
Currently have a new Customer Service role or be seeking a role in Customer Service
Are new to a role in any department that may be customer facing
Are you a beginner customer service agent or are seeking a future role in customer service? This course will deliver actionable best practices and skills you need to be successful!From turning the angriest of customers into forever fans, to delighting customers to the point where they sing you a song, to tough customers who end up falling in love and ask to marry you, this course will equip you with Your Customer Service Toolbox, full of unique yet realistic and actionable best practices that you can immediately apply to your role as a customer service agent.In this course, you will:Discover the impact of your role in customer serviceDifferentiate between customer service, customer experience, and internal customer serviceUse problem solving skills to resolve customer issues with easeBuild better connections with your customersModel proper etiquette when interfacing with customersExplore how to delight and appreciate your customersNavigate difficult customers and turn them into forever fansThroughout this course, you’ll complete interactive activities like responding to difficult customer emails, delivering etiquette best practices to boost customer loyalty and the importance of empathy and putting yourself in the customer’s shoes.Customer service is just people helping people. And, working with people can be tricky! Knowing the basics of how to knock customer’s socks off with awesome service can not only help you excel in your role with your company but it can make an impact on someone’s life.
Section 1: Introduction
Lecture 1 Welcome!
Lecture 2 Activity: Customer Service Reflection
Section 2: What is Customer Service?
Lecture 3 A Simple Definition
Lecture 4 Customer Service vs. Customer Experience
Lecture 5 What is Internal Customer Service?
Section 3: Your Customer Service Toolbox
Lecture 6 Problem Solving Skills
Lecture 7 Activity: Problem Solving Skills
Lecture 8 Relationship Building Skills
Lecture 9 Activity: Unrobot Yourself
Section 4: Customer Service Best Practices
Lecture 10 Etiquette
Lecture 11 Using Personalization & Creativity to Appreciate Your Customers
Lecture 12 Activity: Customer Appreciation
Lecture 13 Navigating Difficult Customers
Lecture 14 Activity: Difficult Customers
Section 5: Wrap Up & Next Steps
Lecture 15 Actionable Steps
The front line customer service agent who wants to excel at their job while making an impact providing exceptional customer support.,This course is geared towards students who are beginning their customer service journey and want to learn foundational best practices.