- Course type: Self-paced
- Available Lessons: 32
- 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 SummaryCommunication skills are vital to quality customer service. The lessons in this course are designed to help your employees improve their communication skills and enhance the service they provide your customers.
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Course Practice TestCheck your knowledge of this course with a 50-question practice test.
- Comprehensive test covering all topics
- Detailed video explanations for wrong answers
About This Course
Ensure your employees fully understand the communication skills needed to provide quality customer service with help from this course. The short video and text lessons explore fundamental customer service skills, how to resolve conflict when providing service to customers and how to develop customer service phone skills. Additional topics include the use of emails and how to manage stress in customer service. Reviewing these topics in your training sessions and assessing employees' knowledge with short quizzes and chapter exams can improve communication skills in your company and enhance overall customer service.
How It Works
In this course, the text lessons are brief and video lessons average about 5 minutes each, ensuring your corporate training sessions fit into employees' busy work schedules.
Training features this course offers include:
- Lessons that provide comprehensive overviews of communication skills for customer service
- Short quizzes that gauge employees' understanding of each lesson
- Chapter exams and a course exam designed to reinforce lesson concepts
- Mobile options that allow employees to access lessons from their smartphones or tablets
- Access to experts who can answer questions about communication skills for customer service lesson topics
How It Helps
- Creates awareness: Lessons make employees aware of various types of communication skills needed for quality customer service.
- Offers tips and strategies: Employees learn tips and strategies to enhance their customer service skills for phone, email and other forms of communication.
- Reduces conflict and stress: This course provides employees with strategies they can use to reduce conflict and stress in customer service and in the general workplace environment.
|Chapter||Topics & Objectives|
|Fundamental Customer Service Skills||Learn the meaning of customer service, important hard and soft skills, the importance of good communication with customers and how to maintain a positive attitude in customer service.|
|Conflict Resolution for Customer Service||Explore the obstacles of effective listening, tips for becoming a better listener, ways to handle challenges in customer service, how to personalize customer service and strategies for resolving customer service complaints and conflict.|
|Using Phones in Customer Service||Examine phone skills for customer service, how to take messages and leave voicemails, and challenges and tips for telephone customer service.|
|Using Email for Customer Service||Study ways to use email as a customer service strategy, reasons to use emails in customer service and how to create marketing opportunities from customer service emails.|
|Customer Service Email Strategies||Find out how to write effective emails in the workplace, identify shortcuts for customer service emails, write customer service emails and avoid common customer service email mistakes.|
|Stress Management for Customer Service||Take a closer look at how to deal with stress in the workplace, the benefits of stress management and tips and techniques for managing stress.|
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