Customer Service Support Excellence- Advanced Soft Skills

Customer Service & Support Excellence: Advanced Soft Skills, available at $49.99, has an average rating of 4.5, with 29 lectures, based on 237 reviews, and has 474 subscribers.

You will learn about Customer Service and Support Excellence Customer Service and Support Soft Skills How to develop soft skills How to use Emotional Intelligence in Customer Service How to adopt a Growth Mindset in Customer Service The importance of customer service in any industry How to think about customers and their experiences How to self-reflect and dig deeper into your mindset and your reactions The different types of empathy How to turn bad situations into positive customer experiences How to evaluate stress and understand its origin How to deal with escalations How to handle the customer’s expectations How to follow through, close the case, and ask for feedback This course is ideal for individuals who are Business Owners or Customer Service and Support Professionals or Customer Success Managers or Technical Support Engineers or Anyone who wants to start a career in Customer Service or Anyone interested in how to deliver Customer Service and Support Experiences It is particularly useful for Business Owners or Customer Service and Support Professionals or Customer Success Managers or Technical Support Engineers or Anyone who wants to start a career in Customer Service or Anyone interested in how to deliver Customer Service and Support Experiences.

Enroll now: Customer Service & Support Excellence: Advanced Soft Skills

Summary

Title: Customer Service & Support Excellence: Advanced Soft Skills

Price: $49.99

Average Rating: 4.5

Number of Lectures: 29

Number of Published Lectures: 29

Number of Curriculum Items: 29

Number of Published Curriculum Objects: 29

Original Price: 24.99

Quality Status: approved

Status: Live

What You Will Learn

Customer Service and Support Excellence

Customer Service and Support Soft Skills

How to develop soft skills

How to use Emotional Intelligence in Customer Service

How to adopt a Growth Mindset in Customer Service

The importance of customer service in any industry

How to think about customers and their experiences

How to self-reflect and dig deeper into your mindset and your reactions

The different types of empathy

How to turn bad situations into positive customer experiences

How to evaluate stress and understand its origin

How to deal with escalations

How to handle the customer’s expectations

How to follow through, close the case, and ask for feedback

Who Should Attend

Business Owners

Customer Service and Support Professionals

Customer Success Managers

Technical Support Engineers

Anyone who wants to start a career in Customer Service

Anyone interested in how to deliver Customer Service and Support Experiences

Target Audiences

Business Owners

Customer Service and Support Professionals

Customer Success Managers

Technical Support Engineers

Anyone who wants to start a career in Customer Service

Anyone interested in how to deliver Customer Service and Support Experiences

About The Course:

This course is useful for anyone working with customers and who is interested in how to deliver an excellent customer service and support experience. It is primarily designed for people working in customer service. Regardless if you are a front-line agent, or a director of customer service, this course will teach you how to think about customer service. I created the course on the premise that you must deliver extreme satisfaction to each customer, on every ticket that you get.

The course was created on the mental model that, no matter how bad the situation is, the outcome must always be positive. The course is meant to teach you different ways of approaching customers in various scenarios, to always work towards a positive outcome.

This course is designed to teach you how to develop the necessary skills to deliver world-class customer service experiences. It is designed to teach you how to adopt a growth mindset attitude when it comes to dealing with customers. The course is not designed for a specific industry as it applies to any industry.

What you will learn:

1. You will learn how to think about customers and their experiences.

You will learn about the philosophy behind customer service and how to adopt a healthy mental model to use in your interactions.

2. You will understand the importance of customer service in any industry.

I will elaborate why customer service is important to any business, and I will cover key aspects regarding its value including how to advocate for the customer.

3. You will learn how to self-reflect and dig deeper into your mindset and your reactions

You will do a self-assessment and I will discuss about the customer-focused paradigm. I will also cover self-sabotage and elaborate on a couple philosophical concepts that you can adopt.

4. You will learn about the different types of empathy

I will talk about the three types of empathy and what they mean, how they affect your mental state and behavior. I will also tell you about a personal story and then continue with a scenario.

5. You will gain knowledge regarding how to handle the customer’s expectations.

I will talk about how to analyze an issue to correctly determine the customer’s sentiment, and how to find common ground when dealing with a customer.

6. You will also learn how to turn bad situations into positive customer experiences.

I will cover how to deal with unsatisfied customers; what to say, and what not to say, and how to earn trust, respect and appreciation from your customers.

7. You will learn how to evaluate stress and understand its origin.

I will discuss about what constitutes a stressful situation in customer service and how you should look at it.

8. Finally, you will learn how to follow through, close the case, and ask for feedback.

I will talk about what constitutes a solution and what to do before closing a case, depending on the situation you are in.

Course Curriculum

Chapter 1: Course Introduction

Lecture 1: 1.1. About The Course

Lecture 2: 1.2. What You Will Learn

Lecture 3: 1.3. What You Will Not Learn

Lecture 4: 1.4. What We Know

Chapter 2: Why is customer service important?

Lecture 1: 2.1. The Holistic Understanding

Lecture 2: 2.2. The First Reason

Lecture 3: 2.3. The Second Reason

Lecture 4: 2.4. The Third Reason

Lecture 5: 2.5. The Fourth Reason

Chapter 3: Mindset & Paradigm

Lecture 1: 3.1. How To Evaluate Your Mindset

Lecture 2: 3.2. What Is Empathy

Lecture 3: 3.3. A Story Worth $1700

Lecture 4: 3.4. A Production Line Stopped Working

Lecture 5: 3.5. Every Issue Is An Iceberg

Lecture 6: 3.6. How To Avoid Self-Sabotage

Lecture 7: 3.7. What Is Stress?

Lecture 8: 3.8. How To Advocate

Lecture 9: 3.9. How To Take Ownership

Chapter 4: How To Handle Customers

Lecture 1: 4.1. How To Handle Expectations

Lecture 2: 4.2. Who Is The Customer?

Lecture 3: 4.3. How To Use Contextual Icebreakers

Lecture 4: 4.4. How To Deliver An Excellent Response

Lecture 5: 4.5. How To Deal With Escalations

Lecture 6: 4.6. How To Be Assertive

Chapter 5: How To Follow Through

Lecture 1: 5.1. Dont Keep The Customer In The Dark

Lecture 2: 5.2. Dont Put The Customer In Crutches

Lecture 3: 5.3. What Is A Solution?

Chapter 6: Closure & Feedback

Lecture 1: 6.1. How To Close A Case

Lecture 2: 6.2. How To Ask For Feedback

Instructors

Alexandru Tofan
Technology Architect

Rating Distribution

1 stars: 0 votes

2 stars: 6 votes

3 stars: 22 votes

4 stars: 93 votes

5 stars: 116 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!