Customer Service Soft Skills Fundamentals

How to keep your head when everyone else is losing theirs

Last updated 2022-01-10 | 4.6

- How to take care of yourself while taking care of others
- How to really listen to customers
- not just hear their problems
- How to be personable even when you're not there in person

What you'll learn

How to take care of yourself while taking care of others

How to really listen to customers

not just hear their problems

How to be personable even when you're not there in person

* Requirements

* Nope. You just need a desire to deliver top-notch customer service.

Description

Starting a new career in customer service can be intimidating. How will you deal with all those people? New employee training can teach you how to turn on the lights and work the computers, but you need to know more about the non-tangibles, the soft skills of getting along. This course will help you develop the soft skills you need to thrive when facing clients day after day.

Who this course is for:

People starting out in a customer service career will benefit from this course.
First time customer service reps should take this course to prepare themselves for their new job.

Course content

5 sections • 27 lectures

Introduction to Customer Service: Soft Skills Fundamentals 5 lectures

Introduction to Customer Service: Soft Skills Fundamentals Preview 01:05

The Best and the Worst... Preview 00:11

What is "Good" Customer Service? Preview 01:51

Nuns Install Software, Too Preview 01:38

Anatomy of Good Customer Service Preview 03:54

Prepare Yourself and Your Space 7 lectures

Plan Your Day Before It Plans You Preview 01:30

How Do You Prepare For A Busy Day? Preview 00:14

Look Good, Feel Good Preview 01:59

Workspace Review Preview 00:05

The Platinum Rule Preview 01:10

Body Language Matters, Even On The Phone Preview 02:57

Listen to yourself before you listen to clients

Before you start answering phones, listen to what you actually sound like by practicing and recording your voice.

Dealing With Customers 9 lectures

Mute is Your Friend Preview 01:05

What is her problem? Listen carefully! Preview 00:32

What's Her Problem?

You just listened to an angry client rant. What was her problem?

Don't Know? Ask! Preview 01:32

Ask Dr. Google Preview 02:00

Follow Up, Follow Through, and Document, Document, Document! Preview 01:22

A Sample Call - What Would You Do? Preview 00:15

Help an Angry Customer

Listen to an angry customer and determine how you can best help him.

Respond in text to a client

You will likely be called upon to respond to clients in text as well as on the phone. This activity will allow you to practice your skills responding to a social media post directed at your company.