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Provide Superior Customer Service | Improve Your Soft Skills | Ensure Customer Success

What you will learn

Deal with difficult customers and diffuse tense situations

Build rapport with your customers and acknowledge their emotions

Use empathy to make your customers feel valued, heard, and respected

Ask effective questions to gather valuable information

Understand your customers’ needs and provide suitable solutions

Set realistic customer expectations to prevent potential problems

Replace language that triggers negative emotions

Assess the situation and validity of customer complaints

Deliver bad news and escalate complaints in a professional manner

Effectively manage stress and stay calm under pressure

Collect and analyze customer feedback to improve your products and services

Turn every challenge into an opportunity for growth

And more!

Description

*** Join over 17,500 learners worldwide to master in-demand industry skills and fast-track your career! ***

Stressed from dealing with difficult customers? Learn how to defuse challenging situations and turn unhappy customers into loyal fans!

If you dread the thought of dealing with customer complaints. with the right skills and strategies, you can turn a negative situation into a positive experience.  I’ll show you how to take the stress out of customer service and show you how to diffuse tense situations, stay calm under pressure, and handle any challenge that comes your way.

In this course, you’ll learn everything you need to know about managing customer expectations, resolving issues, and managing complaints with tact and professionalism.

You don’t need to spend years in school on a degree or drown in student debt to get ahead in your career. CustomersFirst is a fast and affordable way to get the knowledge and confidence you need to succeed.  As a global provider of customer service training, we make professional development accessible to everyone worldwide. Get the skills you need at a price you can afford.

Learn Job-Ready Skills

No matter where you are in your career, upgrading your skills can help you move forward. In today’s competitive marketplace, employers are looking for candidates who take the initiative to improve themselves, so they can be valuable assets to their organizations. Upgrading your skills is a great way to stand out as an expert in your field and grow your career. Show employers and customers that they can expect nothing but outstanding results from you every single time!

Learning Made Easy

Our video lectures, quizzes, and downloadable resources make learning effective and easy to digest. Plus, our online training is 100% self-paced, so you have the flexibility to learn from anywhere in the world, on your own schedule, and at a pace that works for you! There are no time constraints or deadlines.

Get Professional-Level Training

Skilled customer-facing professionals are the backbone of any successful organization. They help to ensure customer satisfaction and contribute to an organization’s bottom line. This course is designed to equip you with the skills and knowledge needed to thrive in this key role. You’ll learn how to develop strong relationships with customers, understand their needs, and provide them with the excellent service they deserve.

Is This Training For You?

Whether you’re starting your search for a new job, changing careers, or wanting to grow in your current role, this training will give you the skills and confidence you need to succeed. By the end of the course, you’ll have a comprehensive understanding of what it takes to deliver outstanding customer service to wow your customers and your employer.

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FAQs:

Who is this course for?

The goal of this training course is to teach customer-facing professionals how to provide better client service. This includes company owners, staff, freelancers, and anybody who communicates with the public on a regular basis. If you want to learn how to handle difficult customers, this course is for you!

Our training is designed for anyone who wants to provide excellent customer service. Our students come from a variety of industries and range in position and seniority, including customer service representatives, team managers, business owners, and freelancers who work directly with clients. If you are interested in switching careers or upgrading your customer service skills to exceed customer expectations, this training is for you!

Are there any prerequisites for this course?

You don’t need any formal qualifications to take this customer service training course. All you need is an internet connection and access to a computer, phone, or tablet.

How long do I have to complete this customer service training?

Udemy provides you with lifetime access to the course lectures, resources, and downloads. So if you want to refresh your skills or review a particular concept, you can always come back and do so at your convenience.

Can I enroll now and complete the course later?

We’ve designed the course to be flexible and easily accessible. You’re free to pause or take a break at any time, and you can pick up where you left off whenever it’s convenient for you.

How do I get started?

Simply click the “Enroll Now” button to sign up. As soon as you register, you’ll have instant access to your student platform and can start learning!

I look forward to seeing you in the course!

English
language

Content

Introduction

Course Introduction

Developing a Customer-Centric Mindset

Objectives
Cultivating a Positive Attitude
Getting Clear on Your Goals
Is the Customer Always Right?
Why Difficult Situations Arise
Differentiating Between Upset and Difficult Customers
Quiz

Preventing Upset Customers

Objectives
Preventing Potential Problems
Implementing a Proactive Approach
Building a Personal Connection
Acknowledging Customer Emotions
Using “I” vs. “We”
Replacing Trigger Words
When You Don’t Know the Answer
Refocusing Attention on the Solution
Ensuring Customer Satisfaction
Quiz 2

Problem-Solving in Customer Service

Objectives
Assessing the Situation
Validity of Complaints
Understanding Customer Needs
Demonstrating Empathy
Listening Before Diagnosing
Asking the Right Types of Questions
Preventing Negative Emotions
Empowering the Customer
Following up with Customers
Quiz

Using Language Strategically

Objectives
Partnership Language for Building Rapport
Restoring Customer Confidence
Strategies for Written Communication
Getting Past Resistance
Understanding Customer Motivations
Tactful Ways to Deliver Bad News
Following up to Thank the Customer
When and How to Escalate Complaints
Best Practices for Escalating Complaints
Setting Appropriate Boundaries
Quiz

Learning from Upset Customers

Objectives
Importance of Learning from Challenges
Power of Embracing Mistakes
Finding Opportunities to Improve
Preserving the Relationship
Turning Upset Customers Into Brand Ambassadors
Approaching Every Problem as an Opportunity
Using Websites to Collect Feedback
Using Emails to Collect Feedback
Using Social Media and Apps for Feedback
Importance of Analyzing Customer Feedback
Addressing Common Complaints – Part 1
Addressing Common Complaints – Part 2
Quiz

Self-Care and Personal Growth

Objectives
Self-Care: Back to the Basics
Dealing with Criticism and Negative Emotions
Creating a Positive Work Environment
Tips for Working from Home
Nutrition to Combat Stress
Adopting Healthy Sleep Habits
Importance of Taking Breaks
Creating a Support Network
Looking Inward to Improve
Quiz