Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Customer Service Foundations

via LinkedIn Learning

Go to class Write review

Scrimba

Our career paths help you become job ready faster

Corporate Finance Institute

35% Off Finance Skills That Get You Hired - Code CFI35

Overview

Coursera Flash Sale

40% Off Coursera Plus for 3 Months!

Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.

Syllabus

Introduction

Keep your customers happy
What to know before watching this course

1. Outstanding Customer Service

Define outstanding customer service
Determine the value of outstanding customer service
Identify your customers
Create a customer service vision

2. Build Rapport

Connect rapport to outstanding service
Implement techniques to build rapport
Start a conversation
Enhance likability in-person
Enhance likability on the phone
Enhance likability via email, chat, or SMS

3. Exceed Expectations

Uncover customer needs
Actively listen to customers
Identify emotional needs
Manage expectations
Go the extra mile

4. Solve Problems

Take ownership of problems
Act on customer feedback
Empathize with customers
Expand your influence
Prevent negative emotions
Diffuse angry customers
Anchor your own attitude

Conclusion

Create a plan

Taught by

Jeff Toister

Reviews

4.7 rating at LinkedIn Learning based on 13150 ratings

Start your review of Customer Service Foundations