Overview

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

Courses under this program:
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 (2019)
-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.

Courses

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26 minutes
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In this course, learn how to effectively build rapport with your customers across channels and in all industry types.
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23 minutes
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Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.
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36 minutes
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Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.
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36 minutes
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Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.
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Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.
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1-2 hours
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Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.
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View details

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

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