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Customer Service Foundations

via LinkedIn Learning

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Coursera

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University of the People

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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

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