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Customer Service Foundations Series
Learn the fundamentals of effective customer servicePreview the first lesson free — get full access to all 18 lessons.
Beginner Provider : John Forsythe 5 chapters · 18 Lessons · 43m in Arabic, German, English, Spanish, French, Portuguese, Chinese
Course Description
If you are selling a product or service, you’ll have to interface with customers on a regular basis. You’ll need to put your best foot forward, but how do you take that first step? We’ll discuss the key concepts that will help you to provide confident, effective customer service: Knowing your customer, developing customer service skills, and solving customer-related problems.
In this course, you’ll learn how to understand your customer’s needs and balance them with your own company’s goals, how to interact with your customers in a positive manner, even how to tell them “no” gently. We’ll also cover taking ownership of certain issues, usefull problem-solving skills, defusing situations with hostile customers, and escalating issues when needed. After completing this course, you’ll have the skills you’ll need to handle basic customer service issues.
What You'll Learn
- Identify who your customer is and understand their needs
- Balance customer needs with your company's goals
- Build rapport with customers through empathy and active listening
- Manage customer expectations and say "no" to a customer gently
- Apply problem-solving skills across face-to-face, call center, and electronic customer relations
- Defuse a customer's anger or hostility and escalate issues when needed
Key Takeaways
- Effective customer service rests on knowing your customer, developing customer service skills, and solving customer-related problems.
- Providing good service requires understanding the customer's needs while balancing them with the company's goals.
- Interacting positively with customers includes building rapport, showing empathy, and using active listening.
- The course covers taking ownership of issues, defusing hostile situations, and knowing when and how to escalate an issue.
- After completing the course, you will have the skills needed to handle basic customer service issues.
Frequently Asked Questions
Who is this course for?
It is for anyone selling a product or service who has to interface with customers on a regular basis and wants to provide confident, effective customer service.
What will I be able to do after completing this course?
You will have the skills you need to handle basic customer service issues.
What topics does the course cover?
It covers knowing your customer, understanding and balancing customer needs with company goals, building rapport, empathy and active listening, managing expectations, saying "no" gently, taking ownership of issues, problem-solving in face-to-face, call center, and electronic customer relations, defusing customer anger or hostility, and escalating issues when needed.
What are the main learning objectives?
To know the basic foundations of customer service and to learn to balance customer needs with company goals.
