- Course type: Self-paced
- Available Lessons: 11
- Average Lesson Length: 8 min
Eligible for Certificate: Yes
Certificates show that you have completed the course. They do not provide credit.
Watch a preview:chapter 1 / lesson 1What Is Customer Service? - Definition, Types & Role in Marketing
Course SummaryHelp your employees develop strong and effective customer service skills, such as those pertaining to listening and conflict resolution, with the help of these corporate training videos. Short lessons and quizzes can be viewed at any time, from any device, and allow employees to train at their own pace.
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About This Course
Good customer service, or lack of it, is one of the major qualities your customers will remember about doing business with your firm. This corporate training course focuses on 'soft skills,' such as listening, conflict resolution, humor and self-control, that are utilized to handle interactions and issues with customers. Quizzes that accompany our lessons let your employees gauge their knowledge and provide a springboard for discussion in group training sessions.
How It Works
Your employees can watch these short lessons on a computer, smartphone or tablet - anywhere they have access to the Internet. They can study alone or you can arrange group sessions that allow them to share ideas regarding soft skills in customer service.
Important features of this training course include:
- Engaging video lessons that get all your employees on the same page
- Written transcripts that offer additional information
- Flexible study times - your employees can watch as their schedules permit
- A chapter exam that explores general soft skills for good customer service
- A chapter exam covering specific skills, such as telephone and in-person service
- An end-of-course exam that lets your employees review all the material they've covered
How It Helps
- Defines customer service skills: These short lessons and quizzes show your employees the characteristics of good customer service and how to implement them.
- Explores a variety of methods:Your employees will learn about a variety of ways to serve customers, including protocols for online chats and instant messaging, as well as the more traditional means of fact-to-face contact and telephone conversations.
- Develops emotional intelligence skills: Learning what constitutes emotional intelligence can help your employees develop the empathy, conflict resolution and communication skills needed to handle all types of customer service issues.
- Promotes company unity: Completing this course together allows your employees to discuss customer service skills, share their experiences and debate issues that come up during the lessons and quizzes.
Soft Skills for Customer Service
- Importance of customer service to a business
- Interpersonal skills
- Top soft skills for customer service, such as listening and conflict resolution
- Emotional intelligence
Developing Customer Service Soft Skills
- Telephone skills
- Writing skills
- Using instant messaging and online chats for customer service
- In-person customer service
- Internal customer service opportunities
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