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Customer Service Training

7 Essentials to Excellent Customer Service

Testimonials (1354 reviews)

Features

Premium video tutorials

Award-winning instructors

Personalized learning

Get certified

Learn at your own pace

Mobile (learn on-the-go)

Unlimited tests and quizzes

Regularly updated content


Overview

Customer service is crucial to the success of every business. Improving the quality of your customer experiences can give you a loyal customer base, spread the word about your stellar reputation, and ultimately increase your business revenues. High performing customer service representatives who consistently impress can get on the career fast track to supervisory and management positions.

In this online course, you will discover the 7 essentials to excellent customer service to maintain happy customers and clients who will never leave you for the competition.

Highlights:

  • 22 practical tutorials.
  • Learn why customer service is so important and the impact it has on your business.
  • Understand how psychology plays a crucial role in providing excellent customer service.
  • Create positive interactions and take responsibility for your customers experience.
  • Engage with customers and actively listen to verbal and non-verbal cues.
  • Develop loyal relationships by empathizing with your customers and building a rapport.
  • Identify and resolve customer problems by catering to customer needs.
  • Provide solutions that 'wow' customers and exceed their expectations.

Once enrolled, our friendly support team and tutors are here to help with any course related inquiries.

Customer Service Training
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Summary

Skill level: Beginner
Certificate: Yes
Lessons: 22
Accredited by: CPD
Pre-requisites: None
Video duration: 1h 37m
Estimated study time: 11h for all materials

Accreditations and approvals

CPD - The CPD Certification Service. Microsoft Partner

Instructor

David Brownlee

David Brownlee

Presenter


Syllabus

Why is Customer Service Important? 3 lessons Free Lesson

1

Try it!

Distinguish Your Business

Customer service is one of the best ways to distinguish your company from your competition.

2

Review Websites Are Everywhere

Most of your clients start their search for your business online and review sites can be a big part of that process.

3

Customers Allow Your Business to Exist

Without customer appreciation, you cannot provide excellent customer service.

The Psychology of Customer Service 3 lessons

1

Psychology of Your Company

Excellent customer service starts from the top down – it trickles down from leadership, core values and mission to culture, procedures and empowerment of employees.

2

Psychology of Your Customers

You need to understand your customer’s psychology in order to provide them with excellent customer service.

3

Psychology of You

Your psychology will determine your ability to deliver excellent customer service.

Understanding in Customer Service 3 lessons Free Lesson

1

Intelligent Questions

Questions lay the foundation for your interaction with the customer.

2

Try it!

Listen Intently

You have to engage your customers and actively listen to what they are communicating.

3

Verbal and Nonverbal Cues

This module covers what to look for with verbal and nonverbal cues to deliver excellent customer service.

Response and Responsibility 3 lessons

1

Reassure the Customer

This section covers how to reassure the customer that you are taking excellent care of them.

2

Respond Quickly

You will learn the importance of speed in responding to your customers.

3

Respond Positively

Here you will learn about positive communication and how to apply it to your customer service skills.

Empathy in Customer Service 3 lessons

1

Put Yourself in Your Customer’s Shoes

You will discover how to trade places with your customer in making decisions that will impact the quality of your interaction with them.

2

Recall a Similar Situation

You will discover how to relate with your customer and build rapport with them.

3

Show Genuine Concern

You will learn how to create loyal customers through showing genuine concern for their needs.

Clarify, Clarify, Clarify 3 lessons Free Lesson

1

Repeat the Request

This section covers the steps necessary to make sure your customer’s needs are being addressed and solved.

2

Confirm the Customer’s Desired Outcome

This section will help you learn the skills to make sure you are providing excellent customer service by catering to the customer’s wants and needs.

3

Try it!

Repeat the Solution

This section will ensure that you are working to solve the customer’s actual problem, challenge or desire.

Solutions 4 lessons

1

Expert Delivery

In this section you will discover how to provide solutions that exceed your customers’ expectations.

2

Follow Up

In this section you will learn why follow up is important in building a loyal customer base that will never leave you for the competition.

3

Anticipate Customer Needs

In this section you will learn how to “Wow” your customers by providing services that serve them that they may not have even thought of yet.

4

Evaluate Customer Experience

Evaluate the customer’s experience and look for ways to improve the service you provide.

Download syllabus


Certificates

You can earn 2 certificates with this course

Certificate of Training

Rewarded upon successful completion of your training course.

See sample

Certificate of Achievement

Rewarded upon successful completion of your training course and test.

See sample
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See what our customers are saying...

“Well produced, presenter has a very good demeanor and know's the subject matter! ”

    

Stephen

“It was very interesting”

    

Iryna Deinega

“This course was awesome. I learned new skills and enhanced other skills that are already in use.”

    

Sandra Lauderdale

“I really enjoyed this course. I also learned some valuable Customer Service skills. ”

    

Laverne

“Awesome course”

    

Willie

“good course”

    

Landan

“Upbeat, fun to watch, thank you!”

    

Sharon D Ashcom

“Wonderful ”

    

Kirby

“very good instructor, enthusiastic, great info.”

    

Albert T Trujillo

“I loved this course and it gave me some useful information that I can use at any job. I would recommend this course to everyone just so that they can learn new skills.”

    

Diona Moss

“This course was absolutely magnificent and very informative thumbs up to you guys”

    

Neil Darnell Auguste

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