Excellence in Customer Service (Advanced)

Overview

As a customer service representative, you're expected to handle every customer that comes your way. To be effective, you need not only knowledge of the products or services your company sells, but also people skills that will help you interact with customers in a positive and professional manner. Your level of product or service knowledge may enable you to understand and resolve problems, but without understanding how to properly interact with customers, you can't truly serve the customer. In this course, you will apply important principles and skills you can use as a customer service professional. In addition to providing basic customer service, you'll also learn important principles and skills you can use to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities. This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills. It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility. In this course, you will: apply fundamental customer service knowledge and skills; manage your everyday workflow; take care of customers by assessing their needs, resolving their issues, and encouraging further sales; deal with challenging customer interactions; and apply customer service leadership skills.

Syllabus

Applying Customer Service Foundations

You're an experienced customer service professional who is looking to expand your skill set. First, you'll want to be sure you're effectively using fundamental customer service skills and knowledge. In this lesson, you will apply customer service foundations.

Managing Your Workflow

You've assessed customer service basics and developed interpersonal skills. Now it's time to acquire techniques that help you be more organized and effective. In this lesson, you will manage your workflow.

Taking Care of Customers

You've learned methods of managing your workflow by handling simultaneous customer contacts, applying organizational skills, and managing individual stress. Now, you'll develop approaches to determine how to deliver satisfied customers. In this lesson, you will take care of customers.

Dealing with Challenging Customer Interactions

You've taken care of customers by assessing their needs, diagnosing and resolving their problems, and encouraging them to purchase products or services that meet their needs. Now, it's time to address difficult customer service scenarios. In this lesson, you will deal with challenging customer interactions.

Progressing to Leadership

You've developed customer service skills that enable you to manage your workflow, take care of customers, and deal with challenging customer interactions. Now it's time to develop skills that will enable you to lead your team. In this lesson, you will progress to leadership.