Essential Customer Service Skills

  • 11 Courses | 6h 7m 57s
  • 8 Books | 23h 11m
  • 10 Audiobooks | 38h 58m 57s
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Interactions with customers can sometimes be challenging. Utilize tools and techniques to better handle difficult situations for better outcomes.

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Customer Service: Adapting to Your Customers' Cues

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    Customer Service: Adapting to Your Customers' Cues
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    Appreciating the Cues Your Customer Gives You
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COURSES INCLUDED

Customer Service: Adapting to Your Customers' Cues
The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer’s cues. 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 | 40m has Assessment available Badge
Customer Service: Interpreting Customers’ Service Priorities
CSRs who can identify their customers' priorities are able to make the best decisions on how to serve the customer. A customer’s priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer’s implicit needs and help you deliver a higher level of service. In this course, you’ll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You’ll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction. 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 | 33m has Assessment available Badge
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 | 40m 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 | 35m has Assessment available Badge
Customer Service: Engaging with Customers
Customer service is customer engagement. And as a customer service representative, you don’t often get to see happy, smiling customers, excited by their new service, new device, new outfit, or new opportunity. You get to see them when the new thing isn’t working. Or isn’t the right color. Or may not be billed correctly. And then you get to try to make them happy again. In this course, you’ll learn proven techniques customer service professionals can use to boost their self-confidence, better engage with their customers, and demonstrate flexibility and efficiency in the problem-solving process. 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 | 34m has Assessment available Badge
Interacting with Customers
Effectively communicating with customers increases customer satisfaction and projects service excellence. This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customer's needs.
8 videos | 31m has Assessment available Badge Certification PMI PDU
Communicating Effectively with Customers
Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.
8 videos | 30m 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 | 31m 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 | 27m has Assessment available Badge Certification PMI PDU
Polishing Your Skills for Excellent Customer Service
As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to enhance your interactions with customers to project service excellence. You'll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you'll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment.
7 videos | 24m has Assessment available Badge Certification PMI PDU
Expert Insights on Essential Customer Service Skills
When you leave customer service to chance, you put your business at risk. Teach employees the critical skills they need to develop relationships with customers and empower them to delight and surprise customers at every opportunity.
13 videos | 37m available Badge
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BOOKS INCLUDED

Book

Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer.
Book Duration 3h 55m Book Authors By Renée Evenson

Book

101 Ways to Connect with Your Customers, Chiefs, and Co-Workers
Helping you achieve greater job fulfillment and success, this book gives you the tools and techniques to help you work smoothly, efficiently, and productively with all types of people, whether they are the customers and clients you’re serving, the managers you report to, or your co-workers.
Book Duration 2h 52m Book Authors By Carol A. Silvis

Book

Leadership Basics for Frontline Managers: Tips for Raising Your Level of Effectiveness and Communication
Illustrating key concepts with realistic scenarios drawn from actual work situations, this practical guide is focused on interpersonal management skills and explains what it takes to improve how you communicate and relate to your employees, customers, and bosses.
Book Duration 1h 48m Book Authors By Bill Templeman

Book

Evergreen: Cultivate the Enduring Customer Loyalty That Keeps Your Business Thriving
From Internet startups and mom-and-pop businesses to multinational giants, strong companies are rooted in customer retention. This entertaining book helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.
Book Duration 4h 21m Book Authors By Noah Fleming

Book

Customer Service Training, Association for Talent Development, © 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

54 Golden Nuggets: The Best of The Telephone Doctor: Quick Tips to Cure Your Business Communication Ills
Presenting a compilation of Nancy Friedman's most popular and most frequently requested customer service articles, this no-nonsense book is geared toward keeping the customer you work so hard to get, from handling irate customers, to dealing with foreign accents.
Book Duration 1h 57m Book Authors By Nancy J. Friedman

Book

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
Blending clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises, this book explains how to use the right words to turn volatile scenarios into calm and productive customer encounters.
Book Duration 2h 51m Book Authors By Richard S. Gallagher

Book

501 Ways to Roll out The Red Carpet for Your Customers: Easy-To-Implement Ideas to Inspire Loyalty, Get New Customers, And Leave a Lasting Impression
Including a plethora of tips, tricks, and techniques, this book is power-packed with proven, ready-to-implement action ideas to enhance your customers’ experience.
Book Duration 3h 28m Book Authors By Donna Cutting
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