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Trainer Name

Keith Gibson

Skill Area

Public Relations, Customer Service or Communications

Reviews

5.0 (10 Rating)

Course Requirements

Anyone who works under customer service-related departments

Course Description

There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree, an one of the hottest areas with high demand is in IT customer service and support. Customer Service is a perfect entry point to start your career in IT, with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support. Hone your communication skills by enrolling in this course now!

Course Outcomes

At the end of this course, you will be able to develop effective communication skills required to be a successful Customer Service Specialist.

Course Curriculum

1 Welcome to the Customer Service Fundamentals Course!


2 Welcome to Module 1


3 How do I begin to build rapport with callers?


4 Why is smiling SO important?


5 Why is tone so important?


6 Why are nonverbal cues important?


7 What strategies should I use to understand the problem the customer is experiencing?


8 How do I ask clear and concise questions?


9 Why is it important to keep things simple?


10 How do I get to the facts so I can lead customers through a fact-based problem resolution?


11 What is Information Overload and how can I help customers who are experiencing it?


12 How do I prevent and fix information overload?


13 How do I make no sound like yes?


14 How do I adapt to the caller's skill level?


15 How do I take ownership of the caller's problem?


16 Why is collaboration in the workplace important?


Learner Feedback

Effective Communication Skills for Customer Service

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