Customer Service Skills

(CUST-SERV.AA1) / ISBN : 978-1-64459-583-1
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About This Course

Skills You’ll Get

Get the support you need. Enroll in our Instructor-Led Course.

Lessons

13+ Lessons | 103+ Exercises | 82+ Quizzes | 60+ Flashcards | 60+ Glossary of terms

TestPrep

17+ Pre Assessment Questions |

Video Lessons

23+ Videos | 10:28+ Hours

1

Introduction

  • Why You Should Read This Book?
  • What You Will Learn From This Book?
2

What is Customer Service?

  • Understanding Customer Service Fundamentals
  • Achieving High Customer Satisfaction
  • Strategies for Preventing Dissatisfaction 
  • Summary
3

The Problem-Solving Process

  • What are Incidents and Problems?
  • Solving and Preventing Incidents and Problems
  • Kepner-Tregoe Method
  • Summary
4

Communication Principles and Skills

  • What is Communication and its Types?
  • Key Principles of Effective Communication
  • Interpersonal Communication Skills
  • Nonverbal Communication Skills
  • Electronic Communication Etiquette
  • Summary
5

Understanding Listening Skills and Customer Needs

  • Listening to the Customer
  • Active Listening Techniques for Better Communication
  • Identifying Customer Needs and Expectations
  • Summary
6

Customer Service and Behavior

  • Understanding Customer Behaviour and Behavioral Styles
  • Communication Strategies Across Behavioral Styles
  • Building Stronger Relationships
  • How Do Behaviors Influence Customer Loyalty?
  • Summary
7

Get Customer Feedback

  • Why Feedback is Vitally Important?
  • Providing Feedback Efficiently
  • Act on Complaints in Productive Ways
  • Proactive Ways to Get Feedback
  • Summary
8

Empathy and Emotional Intelligence

  • The Foundations of Emotional Intelligence
  • Cultivating Mature Emotional Intelligence and Conversational Control
  • Fostering Empathy as a Core Component of Emotional Intelligence
  • Mastering Emotional Regulation Techniques
  • Summary
9

Conflict Resolution and How to Disagree

  • Understanding Conflict and its Types
  • Strategies for Effective Conflict Resolution
  • Techniques for Handling Disagreements with Customers
  • Summary
10

Stress Management in Customer Service

  • Understanding and Defining Stress
  • Effective Strategies for Managing Stress
  • Stress Management Techniques for Service Desk Analysts
  • Developing Your Personalized Stress Management Plan
  • Summary
11

Workload Management in Customer Service

  • Understanding Workload Management
  • Prioritizing Customer Requests
  • Managing Workload and Deadlines
  • Improving Efficiency in Customer Service Tasks
  • Summary
12

Service Desk Basics

  • Overview of Service Desk Roles and Responsibilities
  • Service Desk Basics - Computing
  • Service Desk Basics - Data
  • Service Desk Basics - Computers
  • Service Desk Basics - Networks
  • Summary
13

Customer Service via Technology

  • The Role of Technology in Customer Service
  • The Customer Call Center or Help Desk
  • Tapping into Web-Based and Mobile Technologies
  • The Telephone in Customer Service
  • Summary

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