Customer Service Success Take Your Skills To The Next Level

Introduction Preview 01:04

This lecture is an introduction to Section 2.

Value of Customer Service Preview 04:06

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

Cost of Poor Customer Service Preview 01:49

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

Every Complaint is an Opportunity Preview 01:32

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

Essential Skills in Customer Service Preview 05:34

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 this lecture:

• 10 important customer service skills and qualities

• What employers look for

• How to develop your skills to improve your performance

Common Mistakes to Avoid Preview 04:20

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

Going above and beyond Preview 01:29

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

Introduction Preview 01:06

This lecture is an introduction to Section 3.

First Impressions Preview 02:48

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

Making Purposeful Smalltalk Preview 04:41

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

Power of Your Voice Preview 03:27

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

Smiling and Eye Contact Preview 02:00

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

Body Posture Preview 01:57

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

Avoid Fidgeting Preview 02:22

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

Making Use of Gestures Preview 01:12

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

Mirroring Body Language Preview 01:31

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

Introduction Preview 00:39

This lecture is an introduction to Section 4.

Setting Realistic Customer Expectations Preview 01:42

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

Why Customers Miss Information Preview 01:23

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

Dealing with Unreasonable Expectations Preview 02:06

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

Introduction Preview 00:31

This lecture is an introduction to Section 5.

What is Active Listening? Preview 01:33

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

Benefits of Active Listening Preview 01:44

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

Barriers to Effective Listening Preview 03:34

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

Clarify and Paraphrase Preview 01:59

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

Open-ended vs Closed-ended Questions Preview 01:33

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

  
  

Verbal and Non-verbal Affirmations Preview 01:41

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

Introduction Preview 01:45

This lecture is an introduction to Section 6.

Showing Empathy Preview 02:07

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

Taking Ownership Preview 01:12

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

Language that Triggers Negative Emotions Preview 02:40

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

Learning from Difficult Customers Preview 02:16

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

Preventing Upset Customers Preview 02:00

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

Self-care in Customer Service Preview 03:26

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

Introduction Preview 00:38

This lecture is an introduction to Section 7.

Best Practices Preview 04:04

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

Company Examples: Social Listening Preview 04:41

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

Responding to Positive Reviews Preview 01:29

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

Responding to Negative Reviews Preview 05:18

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

Introduction Preview 00:22

This lecture is an introduction to Section 8.

Memorable Ways to "Wow" Your Customers Preview 03:43

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

How Big Brands Wow Their Customers Preview 02:11

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

Brainstorming Ideas to Wow Your Customers Preview 03:17

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

Interview: Customer Success Manager at Thinkific (PART 1) Preview 14:46

Part 1

Have you ever wondered what it’s like to work as a Customer Success Manager?

You’re in luck!

I’ve interviewed an inspiring Customer Success manager at Thinkific, and she’s going to tell us all about her experience. She’ll share how she got started, what it takes to succeed in this role, and some helpful strategies for delivering excellent customer service.

This webinar will give you an inside look at the rewards and challenges of being a Customer Success Manager. It’ll also teach you how to listen to your customers better so that they can get more value from their purchase.

And if things don’t go as planned? That’s ok too – we’ll talk about ways to handle those challenges with grace and ease.

Join us now to learn lots of valuable tips, career advice, and inspiration!

Interview: Customer Success Manager at Thinkific (PART 2) Preview 17:56

Part 2

Have you ever wondered what it’s like to work as a Customer Success Manager?

You’re in luck!

I’ve interviewed an inspiring Customer Success manager at Thinkific, and she’s going to tell us all about her experience. She’ll share how she got started, what it takes to succeed in this role, and some helpful strategies for delivering excellent customer service.

This webinar will give you an inside look at the rewards and challenges of being a Customer Success Manager. It’ll also teach you how to listen to your customers better so that they can get more value from their purchase.

And if things don’t go as planned? That’s ok too – we’ll talk about ways to handle those challenges with grace and ease.

Join us now to learn lots of valuable tips, career advice, and inspiration!

Interview: Customer Support Manager at Shopify (PART 1) Preview 11:45

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

Interview: Customer Support Manager at Shopify (PART 2) Preview 15:13

Part 2

Are you exploring careers in customer service?

Customer Support is one of the most important jobs in any company. It can make or break any business!

In this webinar, we’ll talk about what it takes to succeed as a Customer Support Manager at Shopify – from rewards to challenges, growth opportunities to what makes someone successful in their career. We’ll also share helpful strategies on how to deliver excellent customer service and listen to your customers so that they feel heard and valued. Join us!

You are not simply representing your organization. You need to be able to handle everything thrown your way with grace and ease while still delivering an amazing experience for every single person you interact with. In this interview, you’ll learn about best practices to provide outstanding customer service while making sure everyone feels heard and valued no matter what question or problem they have.

Interview: Human Resources Professional (PART 1) Preview 15:36

Part 1

Customer service is one of the fastest-growing industries. It’s also one of the most competitive fields out there, with many opportunities for career advancement and growth.

But where do you start? How do you ace your job interview? How can you get your resume noticed by hiring managers?

We’re here to answer all your questions!

Join us as we interview a Human Resources professional who will answer your top questions about customer service interviews, resumes, career success, and promotions. This webinar will give you the insights you need to excel in this industry!

This is your chance to find out how to succeed in this industry, so join us now! You’ll be glad you did when it comes time for your next job interview or promotion opportunity.

Interview: Human Resources Professional (PART 2) Preview 15:33

Part 2

Customer service is one of the fastest-growing industries. It’s also one of the most competitive fields out there, with many opportunities for career advancement and growth.

But where do you start? How do you ace your job interview? How can you get your resume noticed by hiring managers?

We’re here to answer all your questions!

Join us as we interview a Human Resources professional who will answer your top questions about customer service interviews, resumes, career success, and promotions. This webinar will give you the insights you need to excel in this industry!

This is your chance to find out how to succeed in this industry, so join us now! You’ll be glad you did when it comes time for your next job interview or promotion opportunity.

Answers to Frequently Asked Questions Preview 07:17

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