Essential Customer Service Skills
- 10 Courses | 4h 22m 56s
- 8 Books | 23h 11m
- 10 Audiobooks | 38h 58m 57s
Interactions with customers can sometimes be challenging. Utilize tools and techniques to better handle difficult situations for better outcomes. Learn how to put great communication skills to work in order to manage difficult customers.
GETTING STARTED
Customer Service: Adapting to Your Customers' Cues
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1m 32s
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5m 23s
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 |
33m
Assessment
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 |
26m
Assessment
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 |
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: 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 |
27m
Assessment
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 |
24m
Assessment
Badge
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 |
23m
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
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 |
21m
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
Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get ResultsCovering 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.
3h 55m
By Renée Evenson
Book
101 Ways to Connect with Your Customers, Chiefs, and Co-WorkersThis title will be removed from the Skillsoft library on May 24, 2024.
2h 52m
By Carol A. Silvis
Book
Leadership Basics for Frontline Managers: Tips for Raising Your Level of Effectiveness and CommunicationIllustrating 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.
1h 48m
By Bill Templeman
Book
Evergreen: Cultivate the Enduring Customer Loyalty That Keeps Your Business ThrivingFrom 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.
4h 21m
By Noah Fleming
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
54 Golden Nuggets: The Best of The Telephone Doctor: Quick Tips to Cure Your Business Communication IllsPresenting 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.
1h 57m
By Nancy J. Friedman
Book
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer SituationsBlending 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.
2h 51m
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 ImpressionIncluding a plethora of tips, tricks, and techniques, this book is power-packed with proven, ready-to-implement action ideas to enhance your customers' experience.
3h 28m
By Donna Cutting
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AUDIOBOOKS INCLUDED
AUDIOBOOK SUMMARY
Dare to Serve: How to Drive Superior Results by Serving OthersDare to Serve shows how leaders can change their management styles by putting their employees first. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
16m 11s
By Cheryl Bachelder
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 SUMMARY
Customer Centricity: Focus on the Right Customers for Strategic AdvantageIn Customer Centricity, author Peter Fader explores five key components of customer centricity to help you connect with your customers and generate greater profits. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
13m 31s
By Peter Fader
AUDIOBOOK SUMMARY
Absolute Value: What Really Influences Customers in the Age of (Nearly) Perfect InformationAbsolute Value argues that as consumer behavior changes, organizations need to change their marketing strategies in order to influence customers and adapt effectively to the evolving environment. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
11m 15s
By Emanuel Rosen, Itamar Simonson
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
Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with EveryoneIn this audio edition, the author shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life.
3h 20m 2s
By Shep Hyken
Audiobook
Be Our Guest: Perfecting the Art of Customer ServiceThis audio edition reveals the behind-the-scenes strategies, principles, and processes of the Disney approach to exceptional customer service.
5h 26m 5s
By The Disney Institute, Theodore Kinni
Audiobook
Customer Service Training 101: Quick and Easy Techniques That Get Great Results, Third EditionThis audio edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions.
6h 40m 3s
By Renee Evenson
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
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SKILL BENCHMARKS INCLUDED
Customer Service Essentials
Interactions with customers can sometimes be challenging. Utilize tools and techniques to better handle difficult situations for better outcomes. 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.
17m
| 8 questions