Course curriculum

  • 1

    Introduction to Customer Service

    • Keeping your customer happy
  • 2

    Building your customer service skills

    • Defining Customer Service

    • Identifying your customers

    • Making a difference for Customers

    • Avoiding Burnout by staying focused

    • Quiz
  • 3

    Building Rapport with your customers

    • Connecting rapport to outstanding service

    • Implementing techniques to build rapport

    • Starting a conversation

    • Enhancing your likability

    • Quiz
  • 4

    Exceeding Customer Expectations

    • Uncovering customer needs

    • Actively listening to customers

    • Identifying emotional needs

    • Managing expectations

    • Going the extra mile

    • Quiz
  • 5

    Solving Customer Service Challenges

    • Taking ownership of problems

    • Empathizing with customers

    • Preventing negative emotions

    • Defusing angry customers

    • Anchoring your own attitude

    • Expanding your influence

    • Becoming a customer advocate

    • Quiz
  • 6

    Conclusion

    • Continuing to build your customer service skills