Develop Your Customer Service Skills

Maintain customer focus by developing a service mindset while also managing customer expectations and problems. Learn skills for building relationships by listening to your customer's concerns. Expand your perspective from one of customer service to one of creating a positive customer experience.

Develop strategies to maintain a customer-focused mindset.
Deliver bad news to customers with empathy.
Hone your skills to create a positive customer journey.

Syllabus

Courses under this program:
Course 1: Developing a Service Mindset
-Keep your customers top of mind—even if you're not in a customer-facing role. Learn how to cultivate a service mindset and connect the dots between your job and customer impact.

Course 2: Customer Service: Managing Customer Expectations
-Learn how to manage customer expectations so customers leave satisfied and keep coming back.

Course 3: Delivering Bad News to a Customer
-Learn about communication styles, methods, and approaches that can be applied to challenging situations with customers, like delivering bad news, handling concerns, and more.

Course 4: Customer Service: Problem-Solving and Troubleshooting
-Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Course 5: Empathy for Customer Service Professionals
-Discover how to use empathy to help facilitate positive and memorable customer interactions that leave customers feeling heard, understood, and supported.

Course 6: Customer Service and Support During Economic Downturns
-Learn how to provide an outstanding customer service experience that helps you retain and attract customers during tough economic times.

Course 7: Creating a Positive Customer Experience
-Discover how to turn customers into enthusiastic fans. Learn how to add value and provide an exceptional customer experience through each phase of the customer journey.