Course Objective

The course aims to enable participants to provide high-quality customer service, building positive relationships and solving problems effectively.

Program content

INTRODUCTION

1. Introduction to improving your customer service skills
1.1 There is always room for improvement
1.2 Video – Learn more about your impact as a customer service professional and six strategies to improve your skills
1.3 What is customer experience?
1.4 Its impact on customer experience
1.5 Six Strategies to Improve Your Customer Service Skills
1.6 Check your understanding
1.7 Summary

CUSTOMER SERVICE FUNDAMENTALS

2. Four Important Skills You Need in Customer Service
2.1 Introduction
2.2 Video – Four Important Skills and How to Use Them Effectively
2.3 Four Skills You Need in Customer Service
2.3.1 Active Listening
2.3.2 Empathy
2.3.3 Asking questions
2.3.4 Creativity
2.4 Four Creative Strategies for Customer Service
2.5 Putting Your Customer Service Skills into Action
2.5.1 A real-world scenario
2.6 Check your understanding
2.7 Summary

3. Working with different client personality types
3.1 Customer service is not one size fits all
3.2 Video – Four Common Personality Types and How Customer Service Representatives Can Help Each of Them More Effectively
3.3 Criteria for assessing personality
3.4 The social styles model
3.4.1 The kind
3.4.2 The expressive
3.4.3 The driver
3.4.4 The analyst
3.5 Be flexible and experienced
3.6 Check your understanding
3.7 Summary

4. Overcoming Empathy Fatigue in Customer Service
4.1 Is your tank empty?
4.2 What is empathy fatigue and four strategies to overcome it
4.3 The Science of Empathy
4.4 What is empathy fatigue?
4.5 Four Strategies to Overcome Empathy Fatigue
4.6 Check your understanding
4.7 Summary

5. A guide to solving customer problems
5.1 Routine problems vs. unknown problems
5.2 Video – What is troubleshooting, along with a three-step process for dealing with unknown customer issues
5.3 What is troubleshooting?
5.4 Why problem-solving is challenging
5.5 A guide to troubleshooting customer issues
5.6 Check your understanding
5.7 Summary

LET'S REVIEW

6. Knowledge check

7. Summary
7.1 Key takeaways

Methodology

The course is offered online, with interactive modules that include case studies, practical exercises and explanatory videos to ensure dynamic and applied learning.

Instructor

A customer service specialist with extensive experience in training and managing customer service teams, the instructor shares effective and up-to-date strategies for professional development in the field.

Target Audience

Aimed at professionals working in customer service, from beginners to veterans, who are looking to improve their skills and strategies in customer relations.

General Recommendations

Dedication and continuous practice of the concepts presented in the course are recommended to maximize results and improve customer service skills on a daily basis.

About Instructors

run courses

CORRE® is an online course platform that offers learning opportunities for your personal and professional development. In the search for a better future, count on this ally to take you on the right path!