Ch 2: Key Customer Service Skills & Strategies

About This Chapter

In order to retain customers, prevent liability issues and encourage good practices, customer service representatives should be trained in preventing and handling problems. These lessons discuss several customer service skills and strategies, such as how to understand customer behavior and resolve conflicts.

Key Customer Service Skills & Strategies - Chapter Summary

This chapter's lessons examine the information and skills your customer service representatives should possess. Your employees can explore:

  • Ways to understand customers and personalize your approach to customer service
  • Strategies for retaining customers, such as over delivering
  • Methods of increasing productivity through goal setting
  • How to tackle customer service problems
  • Maintaining standard operating procedures

These lessons use plenty of examples that can help your employees understand and develop effective customer service techniques. Lesson quizzes and chapter exams test their comprehension of key topics, and a comprehensive final exam verifies understanding of important points from the entire course.

How It Helps

  • Emphasizes understanding: Employees can learn to analyze the customer's state of mind and apply basic concepts of behavioral psychology to reach an agreement.
  • Generates repeat business: Well-trained customer service representatives know the techniques to keep customers happy and coming back.
  • Develops problem-solving skills:By understanding and utilizing the concepts in this chapter, employees can learn to prevent and defuse problematic situations with customers.
  • Standardizes customer service procedures: Good customer service involves getting everyone on the same page in regards to your organization's practices. Both customers and employees can benefit if there are standard policies for various procedures.

Skills Covered

After studying these lessons, employees will be able to:

  • Analyze how to personalize service to meet the customer's particular needs
  • Use persuasive techniques and positive language to keep customers satisfied
  • Handle a variety of challenges related to customer service
  • Understand your organization's standard procedures regarding customer service

5 Lessons in Chapter 2: Key Customer Service Skills & Strategies
Test your knowledge with a 30-question chapter practice test
How to Personalize Customer Service

1. How to Personalize Customer Service

This lesson will review basic social interactions, body language, and utilization of empathy with customers. The lesson will also discuss providing customer service that is personalized.

Strategies for Generating Repeat Business & Increasing Productivity

2. Strategies for Generating Repeat Business & Increasing Productivity

Many customers have strong loyalties to certain stores, restaurants, and other businesses. What keeps them coming back, time and time again? This lesson discusses some of the methods that organizations use to generate repeat business and how these methods can increase productivity.

How to Handle Challenges in Customer Service

3. How to Handle Challenges in Customer Service

If you have worked in any customer service position, you know that you will encounter some difficult customer situations. If you are new to customer service, you may soon be faced with this situation. Remember, a little prevention can go a long way.

Practical Application: Dealing with Customer Service Challenges

4. Practical Application: Dealing with Customer Service Challenges

People in direct customer service roles will always face challenging situations and customers. However, by using best practices, excellent customer service is possible even under less than ideal conditions.

The Importance of a Standard Operating Procedure in Customer Service

5. The Importance of a Standard Operating Procedure in Customer Service

Have you ever called a company and realized every person you spoke with gave you different information? Creating standard operating procedures is a method used to create consistency. Learn how this also increases employee and customer satisfaction in this lesson.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Developing Strong Customer Service Skills course