Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

LinkedIn Learning

Customer Service Foundations

via LinkedIn Learning

Overview

Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.

Syllabus

Introduction
  • Keep your customers happy
  • What to know before watching this course
1. Outstanding Customer Service
  • Define outstanding customer service
  • Determine the value of outstanding customer service
  • Identify your customers
  • Create a customer service vision
2. Build Rapport
  • Connect rapport to outstanding service
  • Implement techniques to build rapport
  • Start a conversation
  • Enhance likability in-person
  • Enhance likability on the phone
  • Enhance likability via email, chat, or SMS
3. Exceed Expectations
  • Uncover customer needs
  • Actively listen to customers
  • Identify emotional needs
  • Manage expectations
  • Go the extra mile
4. Solve Problems
  • Take ownership of problems
  • Act on customer feedback
  • Empathize with customers
  • Expand your influence
  • Prevent negative emotions
  • Diffuse angry customers
  • Anchor your own attitude
Conclusion
  • Create a plan

Taught by

Jeff Toister

Reviews

4.7 rating at LinkedIn Learning based on 13150 ratings

Start your review of Customer Service Foundations

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Someone learning on their laptop while sitting on the floor.