Customer Service Essential Skills Part 1

Duration: 30.0

Failing to realize the importance of customer service and effective communication can lead to increasingly dissatisfied customers. This course provides valuable advice on how to improve your interactions with customers, including how to overcome barriers to communication as well as how to speak effectively, use vocal cues, and listen actively and use paraphrasing to convey your understanding of the customer's needs.

• classify examples of communication as formal or informal
• identify methods to overcome barriers to effective communication
• recognize the skills required for effective speaking
• match positive and negative vocal cues with examples
• identify the factors that contribute to effective listening
• match the mirroring behaviors involved in active listening to their characteristics
• identify the benefits of using paraphrasing techniques
• use verbal communication skills effectively in a customer support environment

Duration: 30.0

Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation for incident reporting, and how to handle difficult customers.

• recognize the typical steps in the process of dealing with a customer
• recognize the four actions in documenting an incident
• sequence the steps in the incident management process
• match incident measurement metrics with examples of what they measure
• identify techniques for dealing with abusive or irate customers
• match customer issues with the appropriate escalation approach
• identify the elements that need to be included in customer feedback

Duration: 32.0

Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable. For the Customer Service Representative (CSR), understanding the emotional needs of each customer, adapting to how they communicate, and solving their problems can be extremely stressful and time consuming. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, develop strategies to better manage time and stress, and explore how a positive approach and attitude can benefit customer interactions and bring them to a satisfactory conclusion.

• recognize the warning signs of potential conflict
• identify ways to reduce conflict with customers
• identify skills for negotiating effectively with customers
• recognize strategies of assertive communication
• recognize ways of demonstrating confidence when speaking to a customer
• identify strategies for reducing stress
• identify strategies to manage time
• recognize strategies to manage conflict, stress, and time effectively

Duration: 30.0

Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to communicate effectively, the customer service representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

• distinguish between techniques for meeting a customer's psychological and business needs
• match techniques for understanding customers' emotions with their descriptions
• identify the strategies used to build rapport with customers
• identify the strategies for adapting to a customer's competency level
• recognize how to relate to the different communication styles
• sequence the stages of the call-flow process
• recognize best practices for writing professional e-mails and reports
• apply effective communication skills when dealing with customers