Customer Service Skills
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Lessons
13+ Lessons | 93+ Exercises |
TestPrep
14+ Pre Assessment Questions |
Video Lessons
23+ Videos | 10:28+ Hours
1
Introduction
- Why You Should Read This Book?
- What You Will Learn From This Book?
2
What is Customer Service?
- Understanding Customer Service Fundamentals
- Achieving High Customer Satisfaction
- Strategies for Preventing Dissatisfaction
- Summary
3
The Problem-Solving Process
- What are Incidents and Problems?
- Solving and Preventing Incidents and Problems
- Kepner-Tregoe Method
- Summary
4
Communication Principles and Skills
- What is Communication and its Types?
- Key Principles of Effective Communication
- Interpersonal Communication Skills
- Nonverbal Communication Skills
- Electronic Communication Etiquette
- Summary
5
Understanding Listening Skills and Customer Needs
- Listening to the Customer
- Active Listening Techniques for Better Communication
- Identifying Customer Needs and Expectations
- Summary
6
Customer Service and Behavior
- Understanding Customer Behaviour and Behavioral Styles
- Communication Strategies Across Behavioral Styles
- Building Stronger Relationships
- How Do Behaviors Influence Customer Loyalty?
- Summary
7
Get Customer Feedback
- Why Feedback is Vitally Important?
- Providing Feedback Efficiently
- Act on Complaints in Productive Ways
- Proactive Ways to Get Feedback
- Summary
8
Empathy and Emotional Intelligence
- The Foundations of Emotional Intelligence
- Cultivating Mature Emotional Intelligence and Conversational Control
- Fostering Empathy as a Core Component of Emotional Intelligence
- Mastering Emotional Regulation Techniques
- Summary
9
Conflict Resolution and How to Disagree
- Understanding Conflict and its Types
- Strategies for Effective Conflict Resolution
- Techniques for Handling Disagreements with Customers
- Summary
10
Stress Management in Customer Service
- Understanding and Defining Stress
- Effective Strategies for Managing Stress
- Stress Management Techniques for Service Desk Analysts
- Developing Your Personalized Stress Management Plan
- Summary
11
Workload Management in Customer Service
- Understanding Workload Management
- Prioritizing Customer Requests
- Managing Workload and Deadlines
- Improving Efficiency in Customer Service Tasks
- Summary
12
Service Desk Basics
- Overview of Service Desk Roles and Responsibilities
- Service Desk Basics - Computing
- Service Desk Basics - Data
- Service Desk Basics - Computers
- Service Desk Basics - Networks
- Summary
13
Customer Service via Technology
- The Role of Technology in Customer Service
- The Customer Call Center or Help Desk
- Tapping into Web-Based and Mobile Technologies
- The Telephone in Customer Service
- Summary
