4.2 out of 5
4.2
218 reviews on Udemy

Customer Service Training | Keys To Satisfy Your Customers

An introduction to customer service and its importance in any business.
Instructor:
Jack Tran
1,070 students enrolled
Customer Service Channels
Customer Service Skillsets
Call Center Management
Customer Service Career Path
Zappos Successful Story

In Customer Service Training Course, you’ll learn everything you need to get started with Customer Service such as Definition, Type, the Skillset required to be successful and Customer Service Operation Management. We’ll work together discuss the following 4 chapters:

1. Customer Service Overview– You will understand the definition, common type of customer service and its importance to the company.

2. Customer Service skillsets – In this chapter, I will share skillsets that required to be fulfilled if you want to follow with Customer Service as your career and how to develop them for your career path. We will discuss how to deal with complaints, which are day-in, day-out things you need facing.

3. Call Center Metrics– This chapter will be the metrics and KPIs we need to know for a call center operation to make sure it runs smoothly. I will share knowledge about Customer Sentiment Score, along with the social listening tool, which is so important for companies to prevent social crisis and build a good and long term relationship with the customer.

I have attached the HC calculation formula on the course resource, with which you can calculate the number of headcounts (HC) needed for your team to operate well the CS team based on other indicators like required SLA, average contact volume, average handling time, etc.

4. Small Project– It will be Zappos story, which has been well-known for their excellent customer service. We will discuss which factors making them successful in customer service.

If you’re a complete beginner to Customer Service, interested in joining this field or who is looking for a solution to your customer service department, this course is for you. Hopefully, you’ll find something under “Customer Service Training Course” that’s useful for your career path or business.

Who am I?

My name is Nghia Tran (English name is Jack) – I’m an international customer service expert working in some areas such as Travel OTA and Online Education. With 5 years of experience in customer since I was a second-year student, I want to share all knowledge and experience in customer service, with the development in career path from Customer Service intern agent to a Customer Service Expert (or maybe from Junior level to the management/chief level).

Let’s explore the Customer Service Training Course now!

Customer Service Overview

1
1. Introduction
2
2. Customer Service Definition
3
3. Call, Email & Live chat Support
4
4. Other support channels
5
5. Other types of CS
6
6. Customer Service Role

Customer Service Skillsets

1
7. Skillset for Customer Service
2
8. How to deal with complaints
3
9. CS career path

Customer Service Operation Management

1
10. CS metrics
2
11. Customer Sentiment Score

Ending Project

1
12. Ending project
You can view and review the lecture materials indefinitely, like an on-demand channel.
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!
4.2
4.2 out of 5
218 Ratings

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30-Day Money-Back Guarantee

Includes

1 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion
Customer Service Training | Keys To Satisfy Your Customers
Price:
$40.98 $30

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