Customer Service Operations
- 13 Courses | 5h 9m 14s
- 8 Books | 26h 6m
- 8 Audiobooks | 34h 54m 41s
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.
GETTING STARTED
Customer Service: Discovering Customer Needs
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1m 8s
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4m 44s
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
Assessment
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
Assessment
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
Assessment
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
Assessment
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
Assessment
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
Assessment
Badge
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
Assessment
Badge
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
Assessment
Badge
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
Assessment
Badge
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
Assessment
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
Assessment
Badge
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
Assessment
Badge
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
Assessment
Badge
PMI PDU
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EARN A DIGITAL BADGE WHEN YOU COMPLETE THESE COURSES
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.
Digital badges are yours to keep, forever.BOOKS INCLUDED
BOOK SUMMARY
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service OrganizationExceptional 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.
10m
By Leonardo Inghilleri, Micah Solomon
Book
Complaint Management Excellence: Creating Customer Loyalty Through Service RecoveryIncluding 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.
2h 48m
By Sarah Cook
Book
Customer Knowledge Management: Leveraging Soft Skills to Improve Customer FocusCustomer 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.
3h 32m
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 IndustriesProviding 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.
6h 54m
By Jaideep Motwani, Rob Ptacek
Book
The Digital Innovation Playbook: Creating a Transformative Customer ExperienceShowing 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.
4h 50m
By Nicholas J. Webb
Book
Customer Service Training, Association for Talent Development, (c) 2015Presenting 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.
1h 59m
By Kimberly Devlin
Book
Delivering Effective Social Customer Service: Manage Customer Experience and Corporate ReputationJammed 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.
2h 59m
By Carolyn Blunt, Martin Hill-Wilson
Book
Inbound Marketing: Attract, Engage, and Delight Customers OnlineContaining 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.
2h 54m
By Brian Halligan, Dharmesh Shah
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AUDIOBOOKS INCLUDED
AUDIOBOOK SUMMARY
Reorganize for Resilience: Putting Customers at the Center of Your BusinessReorganize 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.
11m 37s
By Ranjay Gulati
AUDIOBOOK SUMMARY
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service OrganizationExceptional 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.
20m 49s
By Leonardo Inghilleri, Micah Solomon
AUDIOBOOK SUMMARY
Customer Service Training 101: Quick and Easy Techniques That Get Great Results, Second EditionCustomer 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.
20m 25s
By Renee Evenson
Audiobook
Win the Customer: 70 Simple Rules for Sensational ServiceThis audio edition gives listeners practical, powerful techniques for energizing the way they interact with the people who drive their business.
6h 34m 28s
By Flavio Martins
Audiobook
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz WayThis 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.
7h 31m 13s
By Joseph A. Michelli
Audiobook
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service OrganizationThis audio edition reveals the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
5h 39m 17s
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 CostsThis 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.
10h 17m 40s
By Bill Price, David Jaffe
Audiobook
The Customer Rules: The 39 Essential Rules for Delivering Sensational ServiceThis 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.
3h 59m 12s
By Lee Cockerell
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SKILL BENCHMARKS INCLUDED
Customer Obsession
Customer obsession allows you to identify the ongoing needs of internal and external customers, ensures these needs are met or exceeded, identifies key customers and customer segments, and demonstrates an understanding of customer journeys and life cycles. This benchmark evaluates your understanding of this topic. Being aware of potential knowledge gaps allows you to better understand your current competency and areas for improvement, so you can find suitable content and curate your own learning path. The courses recommended at the end of this benchmark can help you fill potential gaps in your knowledge.
7m
| 7 questions