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Join the over 13,100 students that have joined this course to expand their customer service skills
3-for-1 Deal: This comprehensive customer service training includes Levels 1, 2, and 3 to help you advance your career
With over 8.5 hours of video lectures and a library of valuable resources, scripts, and guides, you won’t find a more thorough and up-to-date course out there.
Join the over 13,100 students that have joined this course to expand their customer service skills
3-for-1 Deal: This comprehensive customer service training includes Levels 1, 2, and 3 to help you advance your career
With over 8.5 hours of video lectures and a library of valuable resources, scripts, and guides, you won’t find a more thorough and up-to-date course out there.
"What a fantastic course. I learned so much but most of all it really got my brain ticking and thinking about my own personal growth and ways to improve myself and give upmost customer care. Truly a helpful course for those starting out or wanting to take the next steps in their career." - Ryan M.
"It is a great course for anyone working in Customer Care services. All the explanations are based on scientific evidence and the trainer provides useful resources in almost every lesson. I would definitely recommend it. " - Marc D.
"My overall experience in Customer Service and Sales is 5+ years and I can honestly say that this course has some valuable insights for me. Thank you, Viktoriya." - Dmytro P.
Great customer skills training is the key to success. With the right customer service skills, you have the power to create positive customer service experiences, build customer loyalty, boost your reputation, and advance your career. Do you want to learn how to provide exceptional customer service to impress your customers?
When you listen and understand your customers' needs and communicate effectively, you can make decisions that benefit your customers and improve your company’s performance.
That's why we created this customer service skills training for anyone who wants to learn how to provide world-class customer service skills. Whether you are a customer-facing professional, business owner, or team manager, this introductory customer service course will help you get started.
This customer service training is for you if you wish to:
Learn best customer service practices that are practical and easy to implement
Create memorable experiences for your customers
Improve your customer relationship management skills
Stand out from competitors by providing top-notch customer care
Learn in-demand customer service and soft skills that will last a lifetime
Exceeding your customers’ expectations can help deliver a long-term increase in revenue, customer satisfaction, and your career success.
How the Training Works
Whether you’re starting your search for a new job, changing careers, or wanting to grow in your current role, this training will give you the skills and confidence you need to succeed. By the end of the training, you’ll have a comprehensive understanding of what it takes to deliver outstanding customer service to wow your customers and your employer. The training is divided into 3 parts:
Level 1:
At the first level of our training program, we'll focus on building a strong foundation in customer service. You will learn about the importance of understanding your customer's needs and expectations, developing strong communication skills, and maintaining a positive attitude. We'll also cover strategies for providing prompt, effective service to ensure that your customers walk away happy.
Level 2:
Once you have covered the basics of customer service, we will move on to review and fine-tune your skills in this area. In this part of the training, we will focus on expanding your knowledge of best customer service practices, so you can provide 5-star customer service that reflects your company's values and meets your customer's needs.
Level 3:
The final level of our training program is focused on helping you navigate the sometimes challenging world of customer service. Whether you're dealing with an upset, rude, or difficult customer, we will teach I will provide you with the tools and strategies you need to handle these situations in an effective and professional manner.
Customer service training doesn't have to be boring. This customer service course includes video lectures, downloadable resources, real company examples, course notes, and interviews with industry professionals. All of these resources are designed to help you apply what you learn and succeed.
In this customer service skills training, you will cover:
Customer service fundamentals
Essential skills in customer service
Building rapport in customer service
Managing customer expectations
Effective listening skills
Dealing with upset customers
Self-care in customer service
Responding to positive and negative reviews on social media
Memorable ways to "wow" your customers
FAQs and advice
Interviews with industry professionals
And much, much more.
By the end of the course, you will:
Feel confident building rapport with customers
Use the power of words, first impressions, and body language to influence how they feel about interacting with you
Learn how to effectively listen to customer inquiries
Feel confident in communicating online, in person, and over the phone
Become more productive, focused, and resilient when dealing with upset customers
Turn negative situations into positive experiences
Gain practical skills to tackle challenging situations
Learn how you can improve your company’s reputation, and as a result, your customers’ experience
Wow your customers and impress your employers
If you are ready to upgrade your customer service skills, grow your career, and make a difference in people’s lives, enroll now to get started.
Welcome to the course on Customer Service Success!
Covered in this lecture:
Breakdown of the course sections
Who this course is for
What you will learn
This lecture is an introduction to Section 2.
Happier customers are more likely to share their positive customer service experiences with others. People are willing to spend more of their money to interact with a company that offers great customer service.
Covered in this lecture:
Value of customer service
Personal advantages
Career benefits
Bad customer service results in upset customers, lost revenue and a damaged reputation. Without great customer service, a business can fail in various ways.
Covered in this lecture:
Cost of poor customer service
Negative word-of-mouth
Power of negative reviews
When you don’t receive customer complaints this also does not mean all your customers are happy. When customers share negative feedback, they give you an opportunity to improve your customer service and fix the issue.
Covered in this lecture:
Converting unhappy customers into fans
Using every problem as an opportunity
Quick tips for dealing with complaints
An overview of must-have customer service qualities and professional skills you need to develop for career success. Learn what soft skills will help you succeed with working with people and what kind of qualities employers look for during interviews to make sure they’re hiring the right team members.
Covered in this lecture:
10 important customer service skills and qualities
What employers look for
How to develop your skills to improve your performance
Being aware of common mistakes will help you avoid or at least decrease problematic situations that come up.
Covered in this lecture:
5 customer service mistakes companies make
What you can to do avoid common failures in customer service
Successful brands constantly look for innovative ways to "wow" their customers and stand out from competition. Learn the importance of going above and beyond to exceed your customer’s expectations and make your customer service memorable.
Covered in this lecture:
Why go above and beyond
Why mediocre service isn't enough
Putting yourself in your customers’ shoes
This lecture is an introduction to Section 3.
First impressions play a crucial role in building rapport with your customers. Learn how to make the most of those first few seconds to show confidence, professionalism and build trust.
Covered in this lecture:
How first impressions work
Importance of first impressions in customer service
2 main factors that play a role in first impressions
Building rapport is essential to providing good customer support. Purposeful smalltalk makes customers feel more comfortable, reduces their perception of wait time and provides you with more details to resolve the issue faster.
Covered in this lecture:
Benefits of purposeful smalltalk
How to ask the right questions to keep customers engaged
5 tips to master purposeful smalltalk
Use the power of your voice and body language to connect with your customers and improve your interactions in customer support. Implement these tips to get customers to listen to your advice and accept the solutions you are proposing.
Covered in this lecture:
How to use your voice to connect with customers
How to sound friendly and professional
How to adapt your tone to match the situation
How to match you body language to your tone
People will be drawn to you if they see you as being positive and approachable. Learn how smiling and eye contact can help you appear confident, attentive and sincere to connect with your customers.
Covered in this lecture:
Simple power of smiling and eye contact
Cultural differences
Watching your customer's body language
Use your posture to create a welcoming environment for your customers. Learn how to read your customer’s body language and be aware of cultural differences when it comes to creating safe personal space.
Covered in this lecture:
How to create a welcoming environment
How feet reveal emotions
Personal space in communication
Respecting cultural and personal preferences
Fidgeting shows customers that you are restless or that there are too many other activities going on in your head. Become more aware of your body language and learn strategies to improve your non-verbal communication to influence your customer’s perception of you
Covered in this lecture:
How fidgeting affects your communication
Becoming aware of distracting behaviours
How to fix bad habits
Unlike fidgeting, making conscious use of hand gestures will help you express yourself easier and provide top-notch customer service. Learn how you can use gestures to show your customers that you are confident and passionate about what you are saying.
Covered in this lecture:
Research on the use of hand gestures
Connection between hand gestures and language fluency
How to use hand gestures to communicate more effectively
Mirroring the customer’s body language, choice of words and tone is a great way to establish rapport. The tips covered in this lecture work wonder for building relationships with your customers!
Covered in this lecture:
How mirroring works
How to mirror a customer’s tone
How to speak your customer's language
This lecture is an introduction to Section 4.
Setting realistic customer expectations often comes down to efficient communication in customer support. By clearly communicating from the beginning, you’ll be able to manage and exceed your customer's’ expectations.
Covered in this lecture:
How to avoid unpleasant surprises
How to set realistic expectations from the start
How to be specific and clear in your communication
Even when we do our best to communicate, sometimes the customers simply don’t read or remember our instructions. Learn how to set clear expectations and reduce unpleasant surprises down the road.
Covered in this lecture:
Why customers skip important information
How to prevent misunderstandings in customer service
How to communicate more effectively
Dealing with unrealistic customer demands is a common problem for many organizations. So, what can you do to manage unreasonable expectations and keep your customers happy at the same time? In this lecture, I will share strategies to help you deal with excessive customer demands.
Covered in this lecture:
3 important mistakes to avoid
How to make customers feel understood
How to help even if you can't give them exactly what they want
This lecture is an introduction to Section 5.
One of the most important skills to develop for successful customer service interactions is effective listening. Active listening will help you completely focus on the speaker to clearly understand their message and respond in a thoughtful way.
Covered in this lecture:
What is active listening
Active listening versus passive listening
Role of active listening in customer service
There is a big difference between hearing and truly listening to your customer's needs and concerns. In this lecture, we'll discuss the benefits of active listening and how it can make drastic changes to your customer service strategy and success. Effective listening skills are fantastic for building rapport in your customer service interactions.
Covered in this lecture:
Building relationships through active listening
Addressing challenges and solving problems
Understanding unique customer needs
Distractions can get in the way of your interactions with customers and decrease the quality of your customer service. Although we can’t control all barriers in communication, it does help to know what kind things interfere with our ability to listen well to our customers.
Covered in this lecture:
How internal noise affects your ability to listen
How to eliminate distractions
Results of multitasking
Managing important information
In customer service, your job is to make sure you clearly understand the customer’s message. Learn how to improve your listening skills, so you don’t end up with misunderstandings and confusion.
Covered in this lecture:
How to ensure clear communication
How clarify information to avoid misunderstandings
How to paraphrase details to make your customer feel understood
Asking the right type of questions can help you clarify information and strengthen your active listening skills. In this lecture, we will look at open-ended and closed-ended questions that you can use to improve your soft skills and build relationships with your customers.
Covered in this lecture:
Open-ended vs closed-ended questions
Why both are important and when to use them
Examples of effective questions in customer service
Verbal and non-verbal statements will show the customer that you’re engaged in the conversation and listening to what they’re sharing. You can use these affirmations to show your customers that you are attentive and willing to help.
Covered in this lecture:
Benefits of verbal and non-verbal affirmations in customer service
Examples of effective verbal affirmations
Examples of non-verbal affirmations in communication
This lecture is an introduction to Section 6.
What should you say to a customer who is disappointed or even angry? While this kind of situation can be uncomfortable to deal with, there are effective ways to address their concerns using empathy.
Covered in this lecture:
Power of empathy in handling difficult customer interactions
Benefits to expressing empathy
Role of empathy in customer service interactions
Taking ownership is about accepting responsibility for solving a problem in customer service. In this lecture, you will learn how you can take ownership and diffuse anger by first acknowledging the problem and then refocusing the conversation on the solution.
Covered in this lecture:
Taking ownership vs being blamed
Best way to offer an apology
Importance of taking responsibility
Negative words often trigger negative emotions. In this lecture, we will look at examples of common trigger words and how they can be replaced with positive language to improve your communication in customer service.
Covered in this lecture:
Examples of common trigger words
How to replace trigger words with positive language
Common situations and scripts for better communication
Dealing with challenging customers is not all doom and gloom.Although it might not feel like it in the moment, it’s a great opportunity to learn and improve your customer service strategy. You will actually learn more from angry customers than happy ones!
Covered in this lecture:
Why customers get upset
Advantages of negative feedback
How to work as a team to improve your service
Checklist: discussing complaints as a team
Aside from clear communication, there are ways you can prevent angry customers from getting even more upset. Learn how to prevent negative situations before they actually happen to strengthen your customer service strategy!
Covered in this lecture:
Recognizing potential problems
Acknowledging your customer’s emotions
Fixing problems before they arise
Working with people and helping them on a daily basis is a very fulfilling part of the job. When you encounter challenging customers, building resilience will help you deal with criticism and negative emotions in customer service.
Covered in this lecture:
Ways to manage negative emotions and stress
Creating a positive work environment
Celebrating your wins
This lecture is an introduction to Section 7.
Nowadays, listening to customers on social media should be an essential component of your service strategy. Let’s dive into the best practices for maintaining great customer service on social media channels.
Covered in this lecture:
Monitoring and responding to online mentions
Managing response speed and efficiency
When to take conversations offline
One of the best ways to learn is from others' mistakes and success stories. In this lecture, we will take a closer look at specific examples to show you how big companies use social media to their advantage. These examples will show you the power of social media and give you some inspiration for your customer service strategy.
Covered in this lecture:
Delta Hotel
Waterstones Bookstore
Skyscanner
Responding to a positive review is an easy way to engage with happy customers and make the most of each interaction. When you respond to positive reviews, you strengthen your relationship with the customer and boost your reputation online.
Covered in this lecture:
Importance of responding all reviews
Strategies for addressing positive reviews
How to personalize your responses
People pay attention to online reviews and make decisions based on how you respond to your customers online. This is especially true when it comes to negative comments, so you need to address all complaints carefully to maintain a positive online presence.
Covered in this lecture:
How to make the most of negative reviews
How to apologize and address complaints
When and how to take the issue offline
How to ask for a second chance
There are so many ways you can impress your customers, so they keep coming back to do business with you. What can you do to help them fall in love with your service and become loyal fans of your company?
Covered in this lecture:
How to surprise and impress your customers
How to reward your biggest fans
How to stand out from competitors
In this lecture, we’ll take a look at some inspirational customer service strategies big companies have used to wow their customers and stand out from competition.
Covered in this lecture:
Disney
Amazon
Wufoo
Harley Davidson
Working in customer service gives you exposure to your customers' needs and potential ways to exceed their expectations. All of these memorable moments, no matter how big or how small, will have a positive impact on your customer service strategy and your company reputation.
Covered in this lecture:
The best source of ideas (Hint: that's you!)
How to brainstorm ways to exceed your customer's expectations
Prompting questions to come up with creative ideas
Challenging situations that can come up when working with customers and my advice on how to address them.
Covered in this lecture:
What to do when you don’t know the answer to a question
What to do when a flirtatious customer makes you feel uncomfortable
How to refer customers to the Help Centre without sounding dismissive
Best practices for transferring a customer on the phone
When a customer speaks a language you don’t understand
How to manage chatty customers
Tips for working remotely in customer service
Part 1
Have you ever wondered what it’s like to work as a Customer Success Manager?
You’re in luck!
I’ve interviewed an inspiring Customer Success manager at Thinkific, and she’s going to tell us all about her experience. She’ll share how she got started, what it takes to succeed in this role, and some helpful strategies for delivering excellent customer service.
This webinar will give you an inside look at the rewards and challenges of being a Customer Success Manager. It’ll also teach you how to listen to your customers better so that they can get more value from their purchase.
And if things don’t go as planned? That’s ok too – we’ll talk about ways to handle those challenges with grace and ease.
Join us now to learn lots of valuable tips, career advice, and inspiration!
Part 2
Have you ever wondered what it’s like to work as a Customer Success Manager?
You’re in luck!
I’ve interviewed an inspiring Customer Success manager at Thinkific, and she’s going to tell us all about her experience. She’ll share how she got started, what it takes to succeed in this role, and some helpful strategies for delivering excellent customer service.
This webinar will give you an inside look at the rewards and challenges of being a Customer Success Manager. It’ll also teach you how to listen to your customers better so that they can get more value from their purchase.
And if things don’t go as planned? That’s ok too – we’ll talk about ways to handle those challenges with grace and ease.
Join us now to learn lots of valuable tips, career advice, and inspiration!
Watch this interview for valuable insights and advice from a Customer Support Manager at Shopify. This is Part 1 of the interview.
Part 2
Are you exploring careers in customer service?
Customer Support is one of the most important jobs in any company. It can make or break any business!
In this webinar, we’ll talk about what it takes to succeed as a Customer Support Manager at Shopify – from rewards to challenges, growth opportunities to what makes someone successful in their career. We’ll also share helpful strategies on how to deliver excellent customer service and listen to your customers so that they feel heard and valued. Join us!
You are not simply representing your organization. You need to be able to handle everything thrown your way with grace and ease while still delivering an amazing experience for every single person you interact with. In this interview, you’ll learn about best practices to provide outstanding customer service while making sure everyone feels heard and valued no matter what question or problem they have.
Part 1
Customer service is one of the fastest-growing industries. It’s also one of the most competitive fields out there, with many opportunities for career advancement and growth.
But where do you start? How do you ace your job interview? How can you get your resume noticed by hiring managers?
We’re here to answer all your questions!
Join us as we interview a Human Resources professional who will answer your top questions about customer service interviews, resumes, career success, and promotions. This webinar will give you the insights you need to excel in this industry!
This is your chance to find out how to succeed in this industry, so join us now! You’ll be glad you did when it comes time for your next job interview or promotion opportunity.
Part 2
Customer service is one of the fastest-growing industries. It’s also one of the most competitive fields out there, with many opportunities for career advancement and growth.
But where do you start? How do you ace your job interview? How can you get your resume noticed by hiring managers?
We’re here to answer all your questions!
Join us as we interview a Human Resources professional who will answer your top questions about customer service interviews, resumes, career success, and promotions. This webinar will give you the insights you need to excel in this industry!
This is your chance to find out how to succeed in this industry, so join us now! You’ll be glad you did when it comes time for your next job interview or promotion opportunity.
In this section, we'll cover:
Why you should exceed your customers’ expectations
Differentiating yourself from competitors
Transforming customers into brand advocates
Increasing your professional value
Which factors differentiate outstanding customer service
Examples of companies that have gone above and beyond
Skills you need to succeed in customer service
In this section, we'll cover:
What is Customer Lifetime Value
The relationship between customer service and Customer Lifetime Value
Why and how do customers share their experiences
What makes customers great marketers
Which channels do customers use to share their experiences
Technology’s impact on how customers share experiences
Examples of customer stories that went viral
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