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Samara Wenten
Starting a new career in customer service can be intimidating. How will you deal with all those people? New employee training can teach you how to turn on the lights and work the computers, but you need to know more about the non-tangibles, the soft skills of getting along. This course will help you develop the soft skills you need to thrive when facing clients day after day.
Register for this course and see more details by visiting:
OpenCourser.com/course/9bzph3/customer
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What's inside
Learning objectives
- How to take care of yourself while taking care of others
- How to really listen to customers, not just hear their problems
- How to be personable even when you're not there in person
- How to take care of yourself while taking care of others
- How to really listen to customers, not just hear their problems
- How to be personable even when you're not there in person
Syllabus
Get started and start sharing their own experiences
Introduction to Customer Service: Soft Skills Fundamentals
The Best and the Worst...
What is "Good" Customer Service?
Read more
Syllabus
Get started and start sharing their own experiences
Introduction to Customer Service: Soft Skills Fundamentals
The Best and the Worst...
What is "Good" Customer Service?
Read more
Nuns Install Software, Too
Anatomy of Good Customer Service
Before you even start talking to clients, prepare yourself and your workspace and set yourself up for success.
Plan Your Day Before It Plans You
How Do You Prepare For A Busy Day?
Look Good, Feel Good
Workspace Review
The Platinum Rule
Body Language Matters, Even On The Phone
Listen to yourself before you listen to clients
Think through and practice working with customers. Learn a few tips and tricks for staying sane and doing your job well.
Mute is Your Friend
What is her problem? Listen carefully!
You just listened to an angry client rant. What was her problem?
Don't Know? Ask!
Ask Dr. Google
Follow Up, Follow Through, and Document, Document, Document!
A Sample Call - What Would You Do?
Listen to an angry customer and determine how you can best help him.
Respond in text to a client
Survive and thrive in customer service by helping yourself stay on top of your industry.
Be an Industry Expert
Become an Industry Expert
Reviews Are a Good Thing
Take a Walk!!
Let's wrap it up!
What Have We Learned?
Extra Credit: Inspiration
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Emphasizes empathy, building rapport, and interpreting body language, which are crucial in customer service interactions
Course outline includes practical tips and scenarios to enhance customer service effectiveness
Taught by Samara Wenten, recognized for their expertise in customer service best practices
Focuses on developing essential soft skills, such as active listening, communication techniques, and building relationships
Designed for professionals transitioning into customer service roles, particularly those looking to enhance their interpersonal skills
Save this course
Save Customer Service: Soft Skills Fundamentals to your list so you can find it easily later:
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Reviews summary
Soft skills for customer service
According to students, Customer Service: Soft Skills Fundamentals is a well-received course. Reviews provide largely positive feedback about the course's helpful information and its relevance for customer service.
The course is relevant for those working in customer service.
"Yes, good match."
"I've been doing this for a while and like some of the information that helps me assist problem callers."
Learners find that the course provides valuable information for improving customer service skills.
"Yes, good match. I've been doing this for a while and like some of the information that helps me assist problem callers."
"I've been doing this for a while and like some of the information."
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Customer Service: Soft Skills Fundamentals with these
activities:
Read 'Customer Service for Dummies'
Show steps
Gain practical insights and tips on customer service fundamentals from an industry expert.
View
No Nonsense: Time Management: 50 Tips to Hack...
on Amazon
Show steps
-
Acquire a copy of 'Customer Service for Dummies'.
-
Read and take notes on the chapters relevant to the course.
-
Summarize the key takeaways and apply them to real-life customer service scenarios.
Explore online tutorials
Show steps
Supplement course material with online tutorials to reinforce concepts and gain additional insights.
Browse courses on
Soft Skills
Show steps
-
Identify reputable online resources and tutorials that align with course topics.
-
Set aside time to watch and actively engage with the tutorials.
-
Take notes and summarize key takeaways from each tutorial.
Team up with a classmate
Show steps
Discuss challenges and solutions with a peer to improve understanding and problem-solving skills.
Browse courses on
Soft Skills
Show steps
-
Find a classmate to collaborate with.
-
Schedule regular meetings to discuss course material and assignments.
-
Take turns presenting concepts to each other and provide constructive feedback.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Practice active listening exercises
Show steps
Improve active listening skills through repetitive exercises to enhance understanding and customer satisfaction.
Browse courses on
Active Listening
Show steps
-
Find a partner to practice with.
-
Take turns being the speaker and the listener.
-
The speaker should describe a situation or problem, while the listener practices active listening by summarizing, asking clarifying questions, and reflecting on the speaker's emotions.
Develop a customer service role-play scenario
Show steps
Create a realistic customer service scenario to practice problem-solving and communication skills.
Show steps
-
Identify common customer service challenges and situations.
-
Develop a detailed scenario that outlines the customer's issue, their emotions, and the desired outcome.
-
Practice role-playing the scenario with a classmate or instructor, taking turns as the customer and the service representative.
Create a comprehensive course materials repository
Show steps
Organize and consolidate all course materials for easy access and review.
Browse courses on
Compilation
Show steps
-
Gather all course notes, assignments, quizzes, and exams in one place.
-
Create a digital or physical repository for the materials.
-
Keep the repository up-to-date throughout the course.
Volunteer at a local customer service organization
Show steps
Gain hands-on experience and develop practical customer service skills through volunteering.
Browse courses on
Customer Service
Show steps
-
Research and identify local organizations that provide customer service.
-
Contact the organization and inquire about volunteering opportunities.
-
Commit to a regular volunteering schedule and assist customers with their needs.
Read 'Customer Service for Dummies'
Show steps
Gain practical insights and tips on customer service fundamentals from an industry expert.
View
No Nonsense: Time Management: 50 Tips to Hack...
on Amazon
Show steps
Show steps
Show steps
- Acquire a copy of 'Customer Service for Dummies'.
- Read and take notes on the chapters relevant to the course.
- Summarize the key takeaways and apply them to real-life customer service scenarios.
Explore online tutorials
Show steps
Supplement course material with online tutorials to reinforce concepts and gain additional insights.
Browse courses on
Soft Skills
Show steps
Show steps
Show steps
- Identify reputable online resources and tutorials that align with course topics.
- Set aside time to watch and actively engage with the tutorials.
- Take notes and summarize key takeaways from each tutorial.
Team up with a classmate
Show steps
Discuss challenges and solutions with a peer to improve understanding and problem-solving skills.
Browse courses on
Soft Skills
Show steps
Show steps
Show steps
- Find a classmate to collaborate with.
- Schedule regular meetings to discuss course material and assignments.
- Take turns presenting concepts to each other and provide constructive feedback.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Practice active listening exercises
Show steps
Improve active listening skills through repetitive exercises to enhance understanding and customer satisfaction.
Browse courses on
Active Listening
Show steps
Show steps
Show steps
- Find a partner to practice with.
- Take turns being the speaker and the listener.
- The speaker should describe a situation or problem, while the listener practices active listening by summarizing, asking clarifying questions, and reflecting on the speaker's emotions.
Develop a customer service role-play scenario
Show steps
Create a realistic customer service scenario to practice problem-solving and communication skills.
Show steps
Show steps
Show steps
- Identify common customer service challenges and situations.
- Develop a detailed scenario that outlines the customer's issue, their emotions, and the desired outcome.
- Practice role-playing the scenario with a classmate or instructor, taking turns as the customer and the service representative.
Create a comprehensive course materials repository
Show steps
Organize and consolidate all course materials for easy access and review.
Browse courses on
Compilation
Show steps
Show steps
Show steps
- Gather all course notes, assignments, quizzes, and exams in one place.
- Create a digital or physical repository for the materials.
- Keep the repository up-to-date throughout the course.
Volunteer at a local customer service organization
Show steps
Gain hands-on experience and develop practical customer service skills through volunteering.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Research and identify local organizations that provide customer service.
- Contact the organization and inquire about volunteering opportunities.
- Commit to a regular volunteering schedule and assist customers with their needs.
Career center
Learners who complete Customer Service: Soft Skills Fundamentals will develop knowledge and skills
that may be useful to these careers:
Customer Service Representative
Customer Service Representative
Customer Service Representatives assist customers with their service-related questions, resolve issues, and build relationships. By going through Customer Service: Soft Skills Fundamentals, you will have the opportunity to develop interpersonal skills, strengthen your communication and listening abilities, and learn problem-solving techniques. This course's focus on empathy, emotional intelligence, and conflict resolution will equip you with the right mindset to handle customer interactions confidently and effectively, setting you up for success in this role.
Call Center Agent
Call Center Agent
Call Center Agents handle incoming and outgoing phone calls, providing customer support, resolving inquiries, and processing orders. The effective communication and interpersonal skills developed through Customer Service: Soft Skills Fundamentals will be invaluable in this role. You will gain insights into managing difficult conversations, building rapport with customers over the phone, and resolving issues promptly, enhancing your ability to contribute to a positive customer experience.
Account Manager
Account Manager
Account Managers are responsible for managing and growing client accounts, nurturing relationships, and driving revenue. The emphasis on relationship-building and understanding customer needs in Customer Service: Soft Skills Fundamentals directly aligns with the responsibilities of an Account Manager. By completing this course, you will enhance your ability to connect with clients on a deeper level, anticipate their needs, and deliver personalized service, helping you excel in this role.
Sales Associate
Sales Associate
Sales Associates assist customers in retail or e-commerce settings, providing product information, processing transactions, and resolving customer inquiries. The focus on interpersonal skills, active listening, and conflict resolution in Customer Service: Soft Skills Fundamentals will significantly contribute to your success in this role. By understanding customer needs, communicating effectively, and handling objections professionally, you will be well-equipped to create positive customer experiences and drive sales.
Technical Support Specialist
Technical Support Specialist
Technical Support Specialists provide technical assistance to customers, troubleshooting issues, resolving problems, and ensuring customer satisfaction. The emphasis on problem-solving, active listening, and clear communication in Customer Service: Soft Skills Fundamentals will equip you with the necessary skills to handle technical inquiries efficiently. By understanding customer needs, explaining complex technical concepts clearly, and maintaining a customer-centric approach, you will be well-prepared to excel in this role.
Customer Success Manager
Customer Success Manager
Customer Success Managers work with clients to ensure their satisfaction, identify opportunities for improvement, and drive ongoing success. The focus on building relationships, understanding customer needs, and providing personalized solutions in Customer Service: Soft Skills Fundamentals aligns with the core responsibilities of this role. By completing this course, you will gain insights into customer success best practices, retention strategies, and proactive account management, enhancing your ability to contribute to customer loyalty and business growth.
Project Manager
Project Manager
Project Managers plan, execute, and deliver projects, ensuring timely completion and successful outcomes. While Customer Service: Soft Skills Fundamentals may not directly focus on project management, the emphasis on communication, stakeholder management, and conflict resolution will provide you with valuable skills that can complement your project management abilities. By understanding the needs of stakeholders, communicating effectively, and handling conflicts professionally, you can enhance your ability to lead and deliver successful projects.
Human Resources Manager
Human Resources Manager
Human Resources Managers oversee employee relations, recruitment, training, and development within an organization. Customer Service: Soft Skills Fundamentals can provide a solid foundation for this role by enhancing your interpersonal skills, conflict resolution abilities, and understanding of employee needs. By effectively communicating with employees, understanding their concerns, and creating a positive work environment, you can contribute to employee satisfaction, retention, and organizational success.
Marketing Manager
Marketing Manager
Marketing Managers develop and execute marketing strategies to promote products or services, increase brand awareness, and drive sales. While Customer Service: Soft Skills Fundamentals does not directly focus on marketing, the emphasis on understanding customer needs, building relationships, and effective communication can be beneficial for those aspiring to enter the marketing field. By developing these skills, you can gain a deeper understanding of target audiences, create compelling marketing campaigns, and contribute to the success of marketing initiatives.
Business Analyst
Business Analyst
Business Analysts bridge the gap between business and technology, identifying and solving business problems through data analysis and process improvement. While Customer Service: Soft Skills Fundamentals may not directly teach business analysis techniques, the emphasis on understanding customer needs, problem-solving, and communication will provide you with valuable skills that can complement your abilities in this role. By understanding stakeholder needs, effectively communicating complex information, and driving process improvements, you can contribute to organizational efficiency and success.
Operations Manager
Operations Manager
Operations Managers oversee the day-to-day operations of an organization, ensuring efficiency, productivity, and compliance with regulations. Customer Service: Soft Skills Fundamentals can provide a solid foundation for this role by enhancing your communication, problem-solving, and decision-making abilities. By effectively managing teams, resolving conflicts, and optimizing processes, you can contribute to the smooth functioning and success of the organization.
Software Engineer
Software Engineer
Software Engineers design, develop, and maintain software systems. While Customer Service: Soft Skills Fundamentals does not directly focus on software engineering, the emphasis on problem-solving, attention to detail, and clear communication can be beneficial for those aspiring to enter the field. By developing these skills, you can contribute to the design and development of user-friendly and efficient software solutions.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to extract meaningful insights and inform decision-making. While Customer Service: Soft Skills Fundamentals may not directly teach data analysis techniques, the emphasis on problem-solving, attention to detail, and clear communication will provide you with valuable skills that can complement your abilities in this role. By effectively analyzing data, communicating insights clearly, and driving data-driven decision-making, you can contribute to the success of organizations.
Financial Analyst
Financial Analyst
Financial Analysts evaluate financial data to make recommendations on investments, business decisions, and financial strategies. While Customer Service: Soft Skills Fundamentals does not directly focus on financial analysis, the emphasis on problem-solving, attention to detail, and clear communication can be beneficial for those aspiring to enter the field. By developing these skills, you can contribute to the analysis of financial data, the development of sound financial strategies, and the effective communication of financial information.
Sales Manager
Sales Manager
Sales Managers lead and motivate sales teams to achieve sales targets, develop sales strategies, and manage customer relationships. While Customer Service: Soft Skills Fundamentals does not directly focus on sales management, the emphasis on communication, relationship-building, and conflict resolution can be beneficial for those aspiring to enter the field. By developing these skills, you can contribute to the effective management of sales teams, the development of successful sales strategies, and the nurturing of strong customer relationships.
For more career information including salaries, visit:
OpenCourser.com/course/9bzph3/customer
Reading list
We've selected eight books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Customer Service: Soft Skills Fundamentals.
Save
Provides a comprehensive overview of the customer service industry and discusses the importance of creating a customer-centric culture. It offers insights into how to improve customer service processes and build strong customer relationships.
Provides an insider's look at Nordstrom's customer service culture. It offers insights into how Nordstrom creates a world-class customer experience.
Save
Discusses the importance of creating memorable customer experiences. It provides insights into how to create moments that will make a lasting impression on your customers.
Provides a framework for creating a clear and compelling message for your business. It offers tips on how to connect with your customers on an emotional level.
Discusses the importance of creating memorable experiences for your customers. It provides insights into how to create experiences that will differentiate your business from the competition.
Provides a framework for linking customer loyalty and satisfaction to profitability. It offers insights into how to create a customer-centric organization that drives long-term success.
Provides a comprehensive overview of the field of customer relationship management (CRM). It covers the key concepts of CRM, as well as the technologies that are used to support CRM initiatives.
Provides a practical guide to providing excellent customer service. It covers the essential skills of customer service, including communication, empathy, and problem-solving.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/9bzph3/customer
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Effort
40 total mins
Via
Udemy
Instructor
Samara Wenten
Language
English
Good to know
Emphasizes empathy, building rapport, and interpreting body language, which are crucial in customer service interactions
Course outline includes practical tips and scenarios to enhance customer service effectiveness
Taught by Samara Wenten, recognized for their expertise in customer service best practices
Focuses on developing essential soft skills, such as active listening, communication techniques, and building relationships
Designed for professionals transitioning into customer service roles, particularly those looking to enhance their interpersonal skills
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