Customer Service

Does dealing with an upset customer make your heart race and your stomach churn? If so, you’re not alone. It’s easy to lose our composure or feel flustered when we encounter someone who is unsatisfied, unhappy, or just plain difficult.

But as challenging as emotional customers are, they’re simply a fact of life in customer service. After all, customers don’t typically reach out when things are going well. They need help when there’s a problem or an unmet expectation—and that, understandably, can feel upsetting.

In this course, you’ll learn why customers get upset and how to defuse those situations with an effective apology and action plan for making things right. Then, you’ll learn to spot when customers go too far, so you can protect yourself from abuse.

As a customer service representative, you naturally know a lot about your company and its offerings. Paired with compassion, that knowledge allows you to help customers successfully navigate through their troubles.

But what happens when those challenges get extra tricky, even for a seasoned professional? In this course, we’ll answer that question by diving into four complex customer service scenarios. You’ll learn to approach each situation with expert skill and sensitivity—propelling your customer service talents to the next level.

The health of a business depends on the strength of its customer relationships. Yet every interaction is different—what pleases one customer won’t necessarily pass muster with the next one. So, how do you provide effective customer service across the board? And what takes a customer experience from adequate to excellent?

This course will zero in on the fundamentals of customer service. You’ll learn how customer service impacts a business, how to balance being personable and being professional, and how you can meet and exceed customer expectations. By the end of the course, you’ll have a solid foundation of customer service skills you can put into practice.

On the front lines every day, the customer service team takes orders, fields complaints, and fixes errors as quickly as possible. Their goal, no matter what the problem, is to make customers feel like their needs have been met—and hopefully exceed their expectations.

As their manager, you’re leading the charge. It’s your job to make sure they’re supported, with the skills and tools they need to solve problems effectively. But what does it mean to manage a customer service team successfully? This course will help you lead them to customer service victory.

Managing customer care successfully requires more than providing phones and people to answer them. Today, customers expect instant support—whether by phone, live chat, email, or social media. Many businesses turn to a contact center model to field and resolve customer issues seamlessly through multiple channels.

This course is for managers who want to take their team’s skills from functional to fantastic—helping customers in a way that creates brand fanatics. You’ll review the most important roles a manager plays at a contact center, and how to choose the best tools for your team. Finally, explore how to prioritize customer needs and ensure your team performs at their best—solving problems efficiently.

Every day, businesses interact with people across a variety of cultures—from the call center employee taking complaints from across the globe to the barista taking orders from a customer in front of them. These exchanges can strengthen or ruin a business deal. That’s why it’s crucial to learn to practice cultural sensitivity in customer service.

In this course, explore the benefits of cultural sensitivity and get practical tools to excel in cross-cultural communication and customer service. These skills help create connections amid differences, an understanding of cultural cues, and respect for cultures different from our own.

As a customer service representative, you naturally know a lot about your company and its offerings. Paired with compassion, that knowledge allows you to help customers successfully navigate through their troubles.

But what happens when those challenges get extra tricky, even for a seasoned professional? In this course, we’ll answer that question by diving into four complex customer service scenarios. You’ll learn to approach each situation with expert skill and sensitivity—propelling your customer service talents to the next level.

A customer has just finished relating the negative experience they had with your product. What now? Do you react defensively—or thank them for their candor? Either way, what do you say?

In this course, you’ll learn why customer feedback is important and how to solicit it effectively. Then, you’ll explore ways to respond to positive, neutral, and negative feedback so that you can use the information you get to make changes for the better.

Providing great customer service is crucial to any successful business. Customer service representatives not only assist customers with products and services, but also make them feel valued. Contrary to popular belief, customer service isn’t about the customer always being right—it’s about building positive relationships, making them feel heard, and solving problems with care.

Whether you’re new to customer service or a veteran looking for fresh strategies, this course teaches critical skills that will take your customer service game to the next level. Learn valuable customer service strategies, how to effectively work with different customer personality types, advice for recognizing and overcoming empathy fatigue—a common sign of stress in customer service roles—and tips for helping customers troubleshoot issues.

There are a handful of customer service skills that can make the difference between an average experience and one that leaves your customers feeling completely delighted. Do you know what those skills are? Do you have them?

In this course, we'll uncover four essential customer service skills and give you tons of tips, food for thought, and resources for developing these skills.

Phone, email, social media—there are many ways to communicate with customers. Each channel has unique requirements and etiquette. With so many ways to communicate, how can you give customers a cohesive experience?

You’ll start this course by reviewing different types of customer communication channels. Then, dive deeper into four channels, exploring strategies to optimize customer communications. Then, learn ways to seamlessly switch between channels and even incorporate multiple channels into an overarching strategy.