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Published 11/2022
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.49 GB | Duration: 1h 15m
Master the art to serving customers to make their day, and feel great about it
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.49 GB | Duration: 1h 15m
Master the art to serving customers to make their day, and feel great about it
What you'll learn
Understand the terminology in customer service
Learn more about yourself and how your own thoughts, beliefs and values play a role in customer service
Develop the skill of empathy to be able see situations from customers' perspectives
Learn how to use active listening and reading non-verbal cues to understand customers' problems
Understand how important pieces of information can earn the respect of customers
Apply customer service skills when dealing with difficult customers
Requirements
No experience needed, but able to understand English
Learning will be achieved by doing the practical activities
You will need a printer to pront the activity sheets
Description
This practical course will not only empower you to serve customers with confidence, you will also grow on a personal level. Mastering customer service skills will give you the ability to deal with challenging situations, because you will understand how you show up and how to determine what customers really need, so you can help them. Customers will more likely feel happy that you helped them, which will make your interactions with customers far more pleasant.The skills covered in the course, includeSelf-awareness - the course starts off by getting a better understanding of yourself and why you react the way you do, when you judge others and their behaviour.Empathy - then the focus shifts to understanding others, by putting yourself in their shoes and seeing a situation from their perspective.Problem solving - the ability to let someone feel heard, requires that you use your senses, like your ability to see or observe, and to listen, and to confirm one's understanding of the problem.Curiosity - being knowledgeable about things beyond your job, can earn the respect of others and is a magical element of great customer service. You will be guided to be curious about things that will empower you with knowledge to be a master at solving customer problems.Dealing with difficult customers - you will learn how to put all these skills into practice to become skilful, confident, and professional in customer service.
Overview
Section 1: Introduction to mastery of customer service skills
Lecture 1 Introduction to mastering customer service skills
Section 2: Important definitions in Customer Service
Lecture 2 Customer Service Language
Section 3: Skill 1: Self-awareness
Lecture 3 Skill 1: Self-awareness: Standing your ground
Section 4: Skill 1: Self-awareness - What did your learn about yourself?
Lecture 4 Skill 1: Self-awareness recap
Section 5: Skill 2: Empathy Act with your heart
Lecture 5 Skill 2: Empathy
Section 6: Skills 3: Understanding customers' problems
Lecture 6 Skill 3: Understanding customers' problems
Section 7: Skill 4: Curiosity
Lecture 7 Skill 4: Curiosity - Earn the respect of customers
Section 8: Skill 5: Dealing with difficult customers
Lecture 8 Skill 5: Dealing with difficult customers - Flex your muscles to solve problems
Section 9: Closing
Lecture 9 Wrapping up
Entry level employees dealing with customers directly, either face-to-face, online, telephonically or via any digital platform, or those who are interested in such a role,Frontline staff who want to improve their skills in customer service,Anyone who wants to improve their skills to interact with others
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