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Customer Service Skills
Course Introduction
Course Introduction (0:15)
Instructor Introduction (0:53)
Lesson 01 - Understanding Customer Service
Understanding Customer Service (0:15)
Topic A: Understanding Customer Service (0:04)
What is Customer Service? (0:39)
What is Customer Care? (1:36)
Who is the Customer? (1:01)
Wow! Service (2:00)
Build Relationships (4:54)
Barriers to Excellent Customer Service (4:10)
Overcoming these Barriers (2:23)
Topic B: Identifying Customer Expectations (0:05)
Customers Want Someone Who… (1:30)
Customers Don’t Want Someone Who… (1:35)
Customer Support Stats (1:01)
Five Service Quality Factors (2:19)
Topic C: Providing Excellent Customer Service (0:05)
Characteristics of an Exceptional Service Provider (2:01)
Excellent Customer Service Mindset (0:54)
Developing an Excellent Customer Service Strategy (1:38)
Define the Current Situation (0:36)
Define all Targets and Values (0:21)
Implement Excellent Customer Service Strategy (0:26)
Stay in Tune with Customers’ Changing Needs (0:21)
Lesson 01 Review (0:21)
Lesson 01 Review Questions
Lesson 02 - Focusing on the Customer
Focusing on the Customer (0:16)
Guidelines for Making Positive Impressions (1:17)
Identify and Meet Customer Needs (0:22)
Questioning Techniques (0:39)
Effective Listening Technique (1:08)
Making a Positive Impression (1:13)
Who Needs Follow-up? (1:36)
Follow-up Methods (1:07)
Lesson 02 Review (0:28)
Lesson 02 Review Questions
Lesson 03 - Customer Service and the Telephone
Customer Service and the Telephone (0:19)
Telephone Etiquette (2:31)
Answer the Telephone (0:14)
Greeting (0:26)
Using Your Voice (0:54)
Showing You Are Listening (1:11)
Procedure for Transferring Calls (0:51)
Taking Meaningful Messages (1:22)
Lesson 03 Review (0:33)
Lesson 03 Review Questions
Lesson 04 - Handling Complaints
Handling Complaints (0:16)
Complaints (0:27)
Why Customers Don’t Complain (0:43)
View Complaints as Opportunities (1:41)
Five Forbidden Phrases (2:14)
Service Recovery (2:41)
Guidelines for Dealing with Difficult Customers (2:33)
Cope with Upset and Difficult Customers (1:19)
Lesson 04 Review (0:28)
Lesson 04 Review Questions
Lesson 05 - Enduring Stress
Enduring Stress (0:15)
Stress (0:32)
Sources of Stress (1:07)
Managing Your Reaction to Stress (2:24)
Identifying Your Beliefs (2:32)
Challenging Irrational Thoughts (1:45)
Using Questions to Challenge Thinking (1:16)
Take Preventive Measures (2:42)
Lesson 05 Review (0:26)
Lesson 05 Review Questions
Course Closure (0:56)
Stay in Tune with Customers’ Changing Needs
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