Getting Started as a Customer Support Specialist

Discover the skills required to become a customer support specialist and deliver outstanding customer service, including building rapport and communicating effectively with customers, providing the right assistance at the right times, de-escalating intense situations, and creating customer value.

Discover the fundamentals of outstanding customer service.
Learn to communicate with customers through any medium.
Practice your problem-solving skills.

Syllabus

Courses under this program:
Course 1: Customer Service Foundations
-Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.

Course 2: Customer Service: Serving Customers Through Chat and Text
-Provide top-notch customer service in the channels people love to use. Develop your chat and text writing skills to handle live, rapid-fire conversations.

Course 3: Talking to Customers
-Customer service reps must know how to actually talk with customers. This course covers tone, brevity, asking questions, and more.

Course 4: Creating Positive Conversations with Challenging Customers
-Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.

Course 5: Listening to Customers
-Learn techniques and strategies that can help you bolster your critical listening skills—and, in turn, provide exceptional customer service.

Course 6: Building Rapport with Customers
-In this course, learn how to effectively build rapport with your customers across channels and in all industry types.

Course 7: Customer Service: Handling Abusive Customers
-Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.