Customer Service Operations

  • 14 Courses | 5h 30m 27s
  • 7 Books | 25h 56m
  • 8 Audiobooks | 34h 54m 41s
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The goal of customer service is to build long-term relationships and loyalty. Prepare your team to deliver the best in customer service. Learn how to work on building relationships with your customers to create high-level loyalty. See how this will boost your sales, increase client base, and improve your overall brand.

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Customer Service: Discovering Customer Needs

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COURSES INCLUDED

Customer Service: Discovering Customer Needs
Customer needs lie at the heart of every service interaction. In order to fully support the customer, we must be able to identify both their stated and unstated needs. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs. In this course, you'll learn the service advantages of being able to identify your customers' needs. You'll learn best practices for discerning both stated and unstated needs in a service interaction and how to avoid problems and pitfalls in needs exploration. You'll also learn techniques to help you exceed your customers' needs and you'll explore scenarios that put these practices into action. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
8 videos | 31m has Assessment available Badge
Customer Service: Fostering a Service Mindset
Success is both an outcome and a mindset. Professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Without understanding how mindset impacts service ability, you compromise your potential and that of the organization, which ultimately results in a poor customer service experience. Focusing on your service mindset and attitude will ensure your professional values will manifest in each service interaction. In this course, you'll learn how moving to a different mindset can help you deliver outstanding customer service, and what key practices can help establish a good personal mindset for any service situation. You'll also learn to recognize how professional values manifest during customer service interactions, how to develop an attitude of a customer service professional, and what strategies demonstrate a customer-centric service mindset. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 27m has Assessment available Badge
Customer Service: Generating Effective Solutions
Customer service is all about finding the right solution for every client. CSRs who can quickly determine the underlying causes and issues associated with a customer's problem are more likely to generate fast and effective solutions. In this course, you'll examine proven techniques to find the root cause of a problem, align a right-fit solution, and deliver a final resolution. You'll recognize how to arm yourself with the information you need before and during an interaction, and learn the solution steps in a process-based approach to customer service. You'll also learn approaches for addressing common obstacles encountered during customer service interactions, indications when a call should be escalated to a higher tier of service, and explore strategies to take customer service solutions to the next level. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 29m has Assessment available Badge
Customer Service: Becoming a Chat Agent Star
Companies and customers alike say chat service is the most important and fastest growing customer service channel. It provides the highest customer satisfaction. This makes it critical to build capacity and proficiency to deliver the highest levels of customer service through the chat channel. A great chat CSR is able to solve problems for customers using the communication skills every customer service agent learns and adapting them to the chat channel. In this course, you'll explore the world of the customer service chat. You'll explore the key characteristics of chat service and the skills needed to master it. You'll also learn the best practices for chat communication and the pitfalls to avoid on the way to becoming a chat star. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
8 videos | 29m has Assessment available Badge
Customer Service: Strengthening Your Service Skills
Customer service continues to become a strategic imperative for most organizations today. Experienced CSRs have valuable experience with both hard and soft skills, making this role an ideal launchpad for a career in the business or private sector. This course enables you to determine the most effective means for self-improvement, teaching you the skills to find and practice growth and development opportunities in customer service, in your company and industry, and that give you a deeper sense of personal achievement and satisfaction. In this course, you'll learn how to leverage your interests to boost your skillset. You'll also learn to find and use learning resources that support professional growth, strategies that promote lifelong learning, and how to use that knowledge to build a career development plan. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 28m has Assessment available Badge
Rapport Building in Customer Service
Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.
7 videos | 16m has Assessment available Badge Certification PMI PDU
Providing On-site Customer Service
When you meet customers on their turf, your initial meeting forms the basis of their overall impression of you, your abilities, and your company. You can enhance customer relationships by improving the impressions you make in the field using a few tried-and-true techniques. In this course, you'll learn about guidelines and techniques for each stage of an on-site client service (CS) visit: preparation, arrival, service, wrap up, and follow up. You'll also learn how to project service excellence by making a good impression in the field, through starting on a positive note, setting clear expectations, listening actively, and working to improve customer understanding.
8 videos | 20m has Assessment available Badge Certification PMI PDU
Providing Telephone Customer Service
When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right customer relationships. There are many techniques that can help you consistently deliver service excellence over the telephone. In this course, you'll learn basic etiquette tips for answering, managing, and ending client service (CS) calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style.
8 videos | 21m has Assessment available Badge Certification PMI PDU
Providing Effective Internal Customer Service
When you do things to help other people within your company do their jobs better, you are providing internal customer service. The quality of that service often has a huge impact on the overall quality of client service (CS) delivered to external customers. In this course, you'll learn about types of internal customers and how to identify internal customer relationships. You'll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you'll learn guidelines for providing internal customer service excellence.
8 videos | 20m has Assessment available Badge Certification PMI PDU
Facing Confrontation in Customer Service
Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.
7 videos | 17m has Assessment available Badge Certification PMI PDU
Designing a Customer Service Strategy
There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth in customer relationships, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined client service (CS) standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement a customer service strategy to achieve service excellence.
7 videos | 18m has Assessment available Badge Certification PMI PDU
Controlling Conflict, Stress, and Time in Customer Service
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).
8 videos | 24m has Assessment available Badge Certification PMI PDU
Dealing with Customer Service Incidents and Complaints
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective manner to succeed. This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You'll also learn how to provide accurate documentation for incident reporting.
8 videos | 24m has Assessment available Badge Certification PMI PDU
Expert Insights on Call Center Operations Management
Call centers have long been ground zero for customer complaints, so employees need the best customer service training possible. Top-notch training reduces turnover and increases the effectiveness of employees in customer service operations.
6 videos | 21m available Badge
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BOOKS INCLUDED

Book

Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery
Including case studies from several international companies, this practical guide explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead the change to ensure the best experience for all.
book Duration 2h 48m book Authors By Sarah Cook

Book

Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus
Customer focus is the most important challenge of the future. This book presents the interrelationship between customer knowledge management, customer focus and soft skills, and also provides concrete advice on how the management of customer knowledge can be optimized.
book Duration 3h 32m book Authors By Silvio Wilde, Soumit Sain

Book

Pursuing Perfect Service: Using a Practical Approach to Lean Six Sigma to Improve the Customer Experience and Reduce Costs in Service Industries
Providing instructions on how to implement Lean and Six Sigma tools and concepts in a variety of environments, this book is a step-by-step implementation guide for continuous improvement while creating a solid foundation upon which to build a service excellence culture.
book Duration 6h 54m book Authors By Jaideep Motwani, Rob Ptacek

Book

The Digital Innovation Playbook: Creating a Transformative Customer Experience
Showing how great organizations like Kodak, IndyCar, U.S. Army, and Southwest Airlines have used digital innovation to drive colossal success, this breakthrough book explains how organizations both small and large can employ digital innovation methodologies to grow sales and profit.
book Duration 4h 50m book Authors By Nicholas J. Webb

Book

Customer Service Training, Association for Talent Development, (c) 2015
Presenting workshops that support trainees in any industry and environment, this detailed resource introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.
book Duration 1h 59m book Authors By Kimberly Devlin

Book

Delivering Effective Social Customer Service: Manage Customer Experience and Corporate Reputation
Jammed full of strategic insight, action lists, best practice tips and interviews, this book offers a distillation of what has been collectively discovered about social customer service, and presents a blueprint from which to build your next generation organization.
book Duration 2h 59m book Authors By Carolyn Blunt, Martin Hill-Wilson

Book

Inbound Marketing: Attract, Engage, and Delight Customers Online
Containing the latest information about customer behavior and preferred digital experiences, this book includes essential tools and resources that help build an effective marketing strategy, and tips for organizations of all sizes looking to build a reputation.
book Duration 2h 54m book Authors By Brian Halligan, Dharmesh Shah
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AUDIOBOOKS INCLUDED

Audiobook Summary

Reorganize for Resilience: Putting Customers at the Center of Your Business
Reorganize for Resilience offers CEOs and managers a transformative plan to ensure success, even during economic downturns. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
audiobook Duration 11m 37s audiobook Authors By Ranjay Gulati

Audiobook Summary

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Exceptional Service, Exceptional Profit provides a roadmap to achieving the highest standards of customer satisfaction, and building a loyal customer base that will stick with your business through thick and thin. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
audiobook Duration 20m 49s audiobook Authors By Leonardo Inghilleri, Micah Solomon

Audiobook Summary

Customer Service Training 101: Quick and Easy Techniques That Get Great Results, Second Edition
Customer Service Training 101 explores what it means to provide outstanding customer service, and why it's so important to an organization. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
audiobook Duration 20m 25s audiobook Authors By Renee Evenson

Audiobook

Win the Customer: 70 Simple Rules for Sensational Service
This audio edition gives listeners practical, powerful techniques for energizing the way they interact with the people who drive their business.
audiobook Duration 6h 34m 28s audiobook Authors By Flavio Martins

Audiobook

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
This audio edition offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries. Read by the author.
audiobook Duration 7h 31m 13s audiobook Authors By Joseph A. Michelli

Audiobook

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
This audio edition reveals the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
audiobook Duration 5h 39m 17s audiobook Authors By Leonardo Inghilleri, Micah Solomon

Audiobook

The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
This audio edition offers a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service.
audiobook Duration 10h 17m 40s audiobook Authors By Bill Price, David Jaffe

Audiobook

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
This audio edition will help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Read by the author.
audiobook Duration 3h 59m 12s audiobook Authors By Lee Cockerell
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