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Customer Service Foundations

via LinkedIn Learning

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Coursera

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

Syllabus

Introduction

Keeping your customers happy
Creating your customer service learning plan

1. Building Your Customer Service Skills

Defining customer service
Identifying your customers
Making a difference for customers
Avoiding burnout by staying focused

2. Building Rapport with Your Customers

Connecting rapport to outstanding service
Implementing techniques to build rapport
Starting a conversation
Enhancing your likability

3. Exceeding Customer Expectations

Uncovering customer needs
Actively listening to customers
Identifying emotional needs
Managing expectations
Going the extra mile

4. Solving Customer Service Challenges

Taking ownership of problems
Empathizing with customers
Preventing negative emotions
Defusing angry customers
Anchoring your own attitude
Expanding your influence
Becoming a customer advocate

Conclusion

Continuing to build your customer service skills

Taught by

Jeff Toister

Reviews

4.8 rating at LinkedIn Learning based on 13432 ratings

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