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Customer Service Success: Take Your Skills to the Next Level

Excel at customer relationship management | Improve your soft skills | Create positive experiences to wow your customers
Instructor:
Viktoriya Maya
6,674 students enrolled
English [Auto]
Build rapport with customers to improve their satisfaction and your job performance
Acquire and implement strategies to exceed your customer’s expectations to stand out from competition
Discover ways to increase your job satisfaction and career growth
Learn about the value of customer service and what impact it has on your company and job satisfaction
Explore which in-demand skills are most valued by employers
Decrease problematic situations by avoiding common customer service failures
Analyze customer feedback to help your team optimize your company’s products and services
Practice purposeful smalltalk to connect with customers and resolve issues
Improve your communication using the the power of your voice
Make most from first impressions to create a sense of trust, knowledge and professionalism
Demonstrate professionalism and build trust using eye contact and facial expressions
Influence how customers feel about interacting with you using your posture and body language
Learn how to set realistic expectations to prevent customer confusion and difficult situations
Replace vague sentences with clear & efficient messaging to avoid and decrease misunderstandings
Discover why customers miss important information and what you can do to prevent it
Manage unreasonable expectations while keeping your customers happy
Improve your verbal and written communication skills to boost your success at work
Develop strong active listening skills to build relationships, solve problems, and get your ideas across
Discover what barriers can come in the way of effective listening
Implement effective listening strategies to make your customers feel heard and understood
Explore effective methods to handle upset customers and turn negative situations into positive experiences
Use empathy to create positive interactions and take ownership for your customers’ experience
Discover what language triggers negative emotions and how you can replace it to create positive experiences
Build resilience and learn ways to take care of yourself so you can easily manage stressful situations
Effectively manage your customers’ comments on social media
Learn effective ways to address positive and negative reviews online to boost your company’s reputation
Explore ways big companies use to create memorable experiences for their customers
Brainstorm innovative solutions to "wow" your customers by catering to their needs
Review common problems and solutions in customer service
Watch interviews to gain valuable insights about careers in customer service

Great customer service is the foundation of any successful business. With the right skills, you have the power to build customer loyalty and create positive service experiences. When you listen and understand your customers’ needs and communicate effectively, you can make decisions that benefit the customers and improve your company’s performance.

This course is for you if you wish to:

  • Learn best customer service practices that are practical and easy to implement

  • Create memorable experiences for your customers

  • Stand out from competitors

  • Learn in-demand customer service and soft skills that will last a lifetime

Exceeding your customers’s expectations can help deliver a long-term increase in revenue, customer loyalty, and your job satisfaction.

This course is designed to apply to both individuals who want to upgrade their customer service skills, but also businesses that want to train their employees and take their customer service to new levels!

———————–

Customer service training doesn’t have to be boring! Are you tired of courses that are outdated, monotonous or that just cover the basics?

The comprehensive course includes engaging lectures, real company examples, downloadable course notes and scripts, and interviews with industry professionals. All of these resources are designed to help you apply what you learn and succeed!

In this course, we will cover:

  • Customer service fundamentals

  • Essential skills in customer service

  • Building rapport in customer service

  • Managing customer expectations

  • Effective listening skills

  • Dealing with upset customers

  • Self-care in customer service

  • Responding to positive and negative reviews on social media

  • Memorable ways to “wow” your customers

  • FAQs and advice

  • Interviews with industry professionals

And much much more!

By the end of the course, you will:

  • Feel confident building rapport with customers

  • Use the power of words, first impressions, and body language to influence how they feel about interacting with you

  • Learn how to effectively listen to customer inquiries

  • Feel confident in communicating online, in person, and over the phone

  • Become more productive, focused and resilient when dealing with upset customers

  • Turn negative situations into positive experiences

  • Gain practical skills to tackle challenging situations

  • Learn how you can improve your company’s reputation, and as a result, your customers’ experience

  • Wow your customers and impress your employers

Your Instructor:

Viktoriya Maya works as the Director of Marketing at Corporate Finance Institute, a leading global provider of online finance education. She is in charge of managing both the marketing and customer service departments to ensure the organization offers top notch education and student support. By serving over half a million of customers and managing a busy team of customer support professionals, she gained hands-on experience and valuable skills that helped her succeed in her role and grow her career.

Take a look through the course description and try the free previews to explore the content in more detail

You have absolutely zero risk. Udemy gives you a 30-day money back guarantee to make sure you are satisfied with the course.

If you are ready to upgrade your skills, grow your career, and make a difference in people’s lives, enroll now to get started!

Getting Started

1
Course Overview

Welcome to the course on Customer Service Success!

Covered in this lecture:

  • Breakdown of the course sections

  • Who this course is for

  • What you will learn

Introduction

1
Introduction

This lecture is an introduction to Section 2.

2
Value of Customer Service

Happier customers are more likely to share their positive customer service experiences with others. People are willing to spend more of their money to interact with a company that offers great customer service.

Covered in this lecture:

  • Value of customer service

  • Personal advantages

  • Career benefits

3
Cost of Poor Customer Service

Bad customer service results in upset customers, lost revenue and a damaged reputation. Without great customer service, a business can fail in various ways.

Covered in this lecture:

  • Cost of poor customer service

  • Negative word-of-mouth

  • Power of negative reviews

4
Every Complaint is an Opportunity

When you don’t receive customer complaints this also does not mean all your customers are happy. When customers share negative feedback, they give you an opportunity to improve your customer service and fix the issue.

Covered in this lecture:

  • Converting unhappy customers into fans

  • Using every problem as an opportunity

  • Quick tips for dealing with complaints

5
Essential Skills in Customer Service

An overview of must-have customer service qualities and professional skills you need to develop for career success. Learn what soft skills will help you succeed with working with people and what kind of qualities employers look for during interviews to make sure they’re hiring the right team members.

Covered in thie lecture:

  • 10 important customer service skills and qualities

  • What employers look for

  • How to develop your skills to improve your performance

6
Common Mistakes to Avoid

Being aware of common mistakes will help you avoid or at least decrease problematic situations that come up.

Covered in this lecture:

  • 5 customer service mistakes companies make

  • What you can to do avoid common failures in customer service

7
Going above and beyond

Successful brands constantly look for innovative ways to "wow" their customers and stand out from competition. Learn the importance of going above and beyond to exceed your customer’s expectations and make your customer service memorable.

Covered in this lecture:

  • Why go above and beyond

  • Why mediocre service isn't enough

  • Putting yourself in your customers’ shoes

Building Rapport in Customer Service

1
Introduction

This lecture is an introduction to Section 3.

2
First Impressions

First impressions play a crucial role in building rapport with your customers. Learn how to make the most of those first few seconds to show confidence, professionalism and build trust.

Covered in this lecture:

  • How first impressions work

  • Importance of first impressions in customer service

  • 2 main factors that play a role in first impressions

3
Making Purposeful Smalltalk

Building rapport is essential to providing good customer support. Purposeful smalltalk makes customers feel more comfortable, reduces their perception of wait time and provides you with more details to resolve the issue faster.

Covered in this lecture:

  • Benefits of purposeful smalltalk

  • How to ask the right questions to keep customers engaged

  • 5 tips to master purposeful smalltalk

4
Power of Your Voice

Use the power of your voice and body language to connect with your customers and improve your interactions in customer support. Implement these tips to get customers to listen to your advice and accept the solutions you are proposing.

Covered in this lecture:

  • How to use your voice to connect with customers

  • How to sound friendly and professional

  • How to adapt your tone to match the situation

  • How to match you body language to your tone

5
Smiling and Eye Contact

People will be drawn to you if they see you as being positive and approachable. Learn how smiling and eye contact can help you appear confident, attentive and sincere to connect with your customers.

Covered in this lecture:

  • Simple power of smiling and eye contact

  • Cultural differences

  • Watching your customer's body language

6
Body Posture

Use your posture to create a welcoming environment for your customers. Learn how to read your customer’s body language and be aware of cultural differences when it comes to creating safe personal space.

Covered in this lecture:

  • How to create a welcoming environment

  • How feet reveal emotions

  • Personal space in communication

  • Respecting cultural and personal preferences

7
Avoid Fidgeting

Fidgeting shows customers that you are restless or that there are too many other activities going on in your head. Become more aware of your body language and learn strategies to improve your non-verbal communication to influence your customer’s perception of you

Covered in this lecture:

  • How fidgeting affects your communication

  • Becoming aware of distracting behaviours

  • How to fix bad habits

8
Making Use of Gestures

Unlike fidgeting, making conscious use of hand gestures will help you express yourself easier and provide top-notch customer service. Learn how you can use gestures to show your customers that you are confident and passionate about what you are saying.

Covered in this lecture:

  • Research on the use of hand gestures

  • Connection between hand gestures and language fluency

  • How to use hand gestures to communicate more effectively

9
Mirroring Body Language

Mirroring the customer’s body language, choice of words and tone is a great way to establish rapport. The tips covered in this lecture work wonder for building relationships with your customers!

Covered in this lecture:

  • How mirroring works

  • How to mirror a customer’s tone

  • How to speak your customer's language

Managing Customer Expectations

1
Introduction

This lecture is an introduction to Section 4.

2
Setting Realistic Customer Expectations

Setting realistic customer expectations often comes down to efficient communication in customer support. By clearly communicating from the beginning, you’ll be able to manage  and exceed your customer's’ expectations.

Covered in this lecture:

  • How to avoid unpleasant surprises

  • How to set realistic expectations from the start

  • How to be specific and clear in your communication

3
Why Customers Miss Information

Even when we do our best to communicate, sometimes the customers simply don’t read or remember our instructions. Learn how to set clear expectations and reduce unpleasant surprises down the road.

Covered in this lecture:

  • Why customers skip important information

  • How to prevent misunderstandings in customer service

  • How to communicate more effectively

4
Dealing with Unreasonable Expectations

Dealing with unrealistic customer demands is a common problem for many organizations. So, what can you do to manage unreasonable expectations and keep your customers happy at the same time? In this lecture, I will share strategies to help you deal with excessive customer demands.

Covered in this lecture:

  • 3 important mistakes to avoid

  • How to make customers feel understood

  • How to help even if you can't give them exactly what they want

Active Listening Skills

1
Introduction

This lecture is an introduction to Section 5.

2
What is Active Listening?

One of the most important skills to develop for successful customer service interactions is effective listening. Active listening will help you completely focus on the speaker to clearly understand their message and respond in a thoughtful way.

Covered in this lecture:

  • What is active listening

  • Active listening versus passive listening

  • Role of active listening in customer service

3
Benefits of Active Listening

There is a big difference between hearing and truly listening to your customer's needs and concerns. In this lecture, we'll discuss the benefits of active listening and how it can make drastic changes to your customer service strategy and success. Effective listening skills are fantastic for building rapport in your customer service interactions.

Covered in this lecture:

  • Building relationships through active listening

  • Addressing challenges and solving problems

  • Understanding unique customer needs




4
Barriers to Effective Listening

Distractions can get in the way of your interactions with customers and decrease the quality of your customer service. Although we can’t control all barriers in communication, it does help to know what kind things interfere with our ability to listen well to our customers.

Covered in this lecture:

  • How internal noise affects your ability to listen

  • How to eliminate distractions

  • Results of multitasking

  • Managing important information

5
Clarify and Paraphrase

In customer service, your job is to make sure you clearly understand the customer’s message. Learn how to improve your listening skills, so you don’t end up with misunderstandings and confusion.

Covered in this lecture:

  • How to ensure clear communication

  • How clarify information to avoid misunderstandings

  • How to paraphrase details to make your customer feel understood

6
Open-ended vs Closed-ended Questions

Asking the right type of questions can help you clarify information and strengthen your active listening skills. In this lecture, we will look at open-ended and closed-ended questions that you can use to improve your soft skills and build relationships with your customers.

Covered in this lecture:

  • Open-ended vs closed-ended questions

  • Why both are important and when to use them

  • Examples of effective questions in customer service


7
Verbal and Non-verbal Affirmations

Verbal and non-verbal statements will show the customer that you’re engaged in the conversation and listening to what they’re sharing. You can use these affirmations to show your customers that you are attentive and willing to help.

Covered in this lecture:

  • Benefits of verbal and non-verbal affirmations in customer service

  • Examples of effective verbal affirmations

  • Examples of non-verbal affirmations in communication

Dealing with Upset Customers

1
Introduction

This lecture is an introduction to Section 6.

2
Showing Empathy

What should you say to a customer who is disappointed or even angry? While this kind of situation can be uncomfortable to deal with, there are effective ways to address their concerns using empathy.

Covered in this lecture:

  • Power of empathy in handling difficult customer interactions

  • Benefits to expressing empathy

  • Role of empathy in customer service interactions

3
Taking Ownership

Taking ownership is about accepting responsibility for solving a problem in customer service. In this lecture, you will learn how you can take ownership and diffuse anger by first acknowledging the problem and then refocusing the conversation on the solution.

Covered in this lecture:

  • Taking ownership vs being blamed

  • Best way to offer an apology

  • Importance of taking responsibility

4
Language that Triggers Negative Emotions

Negative words often trigger negative emotions. In this lecture, we will look at examples of common trigger words and how they can be replaced with positive language to improve your communication in customer service.

Covered in this lecture:

  • Examples of common trigger words

  • How to replace trigger words with positive language

  • Common situations and scripts for better communication

5
Learning from Difficult Customers

Dealing with challenging customers is not all doom and gloom.Although it might not feel like it in the moment, it’s a great opportunity to learn and improve your customer service strategy. You will actually learn more from angry customers than happy ones!

Covered in this lecture:

  • Why customers get upset

  • Advantages of negative feedback

  • How to work as a team to improve your service

  • Checklist: discussing complaints as a team

6
Preventing Upset Customers

Aside from clear communication, there are ways you can prevent angry customers from getting even more upset. Learn how to prevent negative situations before they actually happen to strengthen your customer service strategy!

Covered in this lecture:

  • Recognizing potential problems

  • Acknowledging your customer’s emotions

  • Fixing problems before they arise

7
Self-care in Customer Service

Working with people and helping them on a daily basis is a very fulfilling part of the job. When you encounter challenging customers, building resilience will help you deal with criticism and negative emotions in customer service.

Covered in this lecture:

  • Ways to manage negative emotions and stress

  • Creating a positive work environment

  • Celebrating your wins

Social Media for Customer Service

1
Introduction

This lecture is an introduction to Section 7.

2
Best Practices

Nowadays, listening to customers on social media should be an essential component of your service strategy. Let’s dive into the best practices for maintaining great customer service on social media channels.

Covered in this lecture:

  • Monitoring and responding to online mentions

  • Managing response speed and efficiency

  • When to take conversations offline

3
Company Examples: Social Listening

One of the best ways to learn is from others' mistakes and success stories. In this lecture, we will take a closer look at specific examples to show you how big companies use social media to their advantage. These examples will show you the power of social media and give you some inspiration for your customer service strategy.

Covered in this lecture:

  • Delta Hotel

  • Waterstones Bookstore

  • Skyscanner

4
Responding to Positive Reviews

Responding to a positive review is an easy way to engage with happy customers and make the most of each interaction. When you respond to positive reviews, you strengthen your relationship with the customer and boost your reputation online.

Covered in this lecture:

  • Importance of responding all reviews

  • Strategies for addressing positive reviews

  • How to personalize your responses

5
Responding to Negative Reviews

People pay attention to online reviews and make decisions based on how you respond to your customers online. This is especially true when it comes to negative comments, so you need to address all complaints carefully to maintain a positive online presence.

Covered in this lecture:

  • How to make the most of negative reviews

  • How to apologize and address complaints

  • When and how to take the issue offline

  • How to ask for a second chance

How to "Wow" Your Customers

1
Introduction

This lecture is an introduction to Section 8.

2
Memorable Ways to "Wow" Your Customers

There are so many ways you can impress your customers, so they keep coming back to do business with you. What can you do to help them fall in love with your service and become loyal fans of your company?

Covered in this lecture:

  • How to surprise and impress your customers

  • How to reward your biggest fans

  • How to stand out from competitors

3
How Big Brands Wow Their Customers

In this lecture, we’ll take a look at some inspirational customer service strategies big companies have used to wow their customers and stand out from competition.

Covered in this lecture:

  • Disney

  • Amazon

  • Wufoo

  • Harley Davidson

4
Brainstorming Ideas to Wow Your Customers

Working in customer service gives you exposure to your customers' needs and potential ways to exceed their expectations. All of these memorable moments, no matter how big or how small, will have a positive impact on your customer service strategy and your company reputation.

Covered in this lecture:

  • The best source of ideas (Hint: that's you!)

  • How to brainstorm ways to exceed your customer's expectations

  • Prompting questions to come up with creative ideas

ADDITIONAL CONTENT: Interviews with industry professionals

1
Interview: Customer Success Manager at Thinkific (PART 1)

Watch this interview for valuable insights and advice from a Customer Success Manager at Thinkific. This is Part 1 of the interview.

2
Interview: Customer Success Manager at Thinkific (PART 2)

Watch this interview for valuable insights and advice from a Customer Success Manager at Thinkific. This is Part 2 of the interview.

3
Interview: Customer Support Manager at Shopify (PART 1)

Watch this interview for valuable insights and advice from a Customer Support Manager at Shopify. This is Part 1 of the interview.

4
Interview: Customer Support Manager at Shopify (PART 2)

Watch this interview for valuable insights and advice from a Customer Support Manager at Shopify. This is Part 2 of the interview.

5
Interview: Human Resources Professional (PART 1)

Watch this interview for tips on job applications, interview success, and career growth from a Human Resources Professional. This is Part 1 of the interview.

6
Interview: Human Resources Professional (PART 2)

Watch this interview for tips on job applications, interview success, and career growth from a Human Resources Professional. This is Part 2 of the interview.

FAQs & Course Feedback

1
Answers to Frequently Asked Questions

Challenging situations that can come up when working with customers and my advice on how to address them.

Covered in this lecture:

  • What to do when you don’t know the answer to a question

  • What to do when a flirtatious customer makes you feel uncomfortable

  • How to refer customers to the Help Centre without sounding dismissive

  • Best practices for transferring a customer on the phone

  • When a customer speaks a language you don’t understand

  • How to manage chatty customers

  • Tips for working remotely in customer service

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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!
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Customer Service Success: Take Your Skills to the Next Level
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