Overview

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Discover how to provide great customer service and make your customers feel heard. Develop and sustain great relationships, even when customers get abusive or unruly. Learn skills to listen to customer needs, build rapport with those you're helping, and turn challenging customers into true allies.

Build key listening skills so your customers feel heard.
Develop your customer service problem-solving skills.
Learn to de-escalate challenging situations.

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: Call Control Strategies

Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.

Course 5: Customer Service: Handling Abusive Customers

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

Course 6: 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 7: De-Escalating Conversations for Customer Service

Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.

Course 8: 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.

Taught by

Jeff Toister, Noah Fleming, Myra Bryant Golden, Myra Bryant Golden, David Brownlee, Myra Bryant Golden, Myra Bryant Golden and Leslie O'Flahavan

Reviews

5.0 rating, based on 2 Class Central reviews

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AminAzarian @Amin1

The responsibility of learning has always been to help organisations navigate uncertainty and chaos in the world. Being popular has its downside Even as L&D leaders focus on leadership and skills programmes, they’ve also become much, much busier. W…

The responsibility of learning has always been to help organisations navigate uncertainty and chaos in the world.
Being popular has its downside
Even as L&D leaders focus on leadership and skills programmes, they’ve also become much, much busier. We asked L&D professionals this year to select all the programmes they are planning to deploy in 2022. When we compared this year’s results to last year, we found
that the number of responses for almost every single programme we tracked year over year increased (either significantly or directionally),4 illustrating just how full L&D’s plate really is and adding up to significant growing pains, which we’ll explore in the next chapter.
L&D programmes to be deployed in 2022 vs.
Anonymous

it is best place for study beautiful amazing er learners like you discover great courses. Only review the course if you have taken or started taking this course.

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