Course Category: Customer Service

Practicing Empathy in Customer Service

Course Details When an emotional customer pops up in front of you, what do you do? Listen to them and deal with their problem? Sure. But that might not be enough to make the customer feel understood. Can you be empathetic enough to provide great customer service? Having customer empathy means that you can recognize […]

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Handling An Irate Caller

Course Details Complaining, emotion-charged callers are an unfortunate, yet sometimes inevitable aspect of customer service in any organization. They can take you by surprise, and if not handled appropriately, the implications can be severe. This self-paced course provides viewers with several practical suggestions on how to effectively manage that irate caller. What you’ll learn

Angry woman looking at cellphone in her hand while yelling

Handling Confrontational Customers

Course Details Customer service is one of the most demanding jobs on the planet. You have to be respectful, professional, and helpful, no matter what the situation or who you’re dealing with. This can be hard when you’re dealing with customers who are rude and confrontational, even bordering on abusive! Adopt good practices to manage […]

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Attitude in Customer Service: Mindfulness

Course Details Businesses can only be successful to the degree that they keep their customers happy. A single bad customer service experience can affect a business as drastically as numerous positive customer service experiences. Mindfulness can: help relieve stress, treat heart disease, lower blood pressure, reduce chronic pain, improve sleep, and alleviate gastrointestinal difficulties. Mindfulness […]

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Attitude in Customer Service: Words to Avoid

Course Details This course features eight common phrases which are used innocently every day by customer service staff everywhere. Although these eight phrases are normally used with good intentions, they have the distinct effect of damaging customer relationships. This program illustrates how to avoid the “Killer Words” and drives home the point that the customer’s […]

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Phone Support Etiquette

Course Details The way you handle phone interactions can significantly impact customer satisfaction and the overall success of your call center. In this course, we will delve into the importance of phone etiquette, its components, and practical techniques to enhance this skill. What you’ll learn

Hands typing on keyboard in front of computer monitor

Live Chat Etiquette

Course Details In this short course, you’ll learn a variety of relevant practices you can use to make sure your live chat conversations go well and are resolved in a timely manner. What you’ll learn

Customer Service 201: Remarkable Service

Course Details Customer service has become the key differentiator between companies that excel and those that merely coast (or stumble into decline). Your competition might offer similar products or services to yours, and your customers might be able to compare prices better than ever before – but if you can deliver a remarkable customer service […]

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The TED Approach: Asking Questions as a Customer Service Team

Course Details As a contact center representative, you’ll learn quickly that every call and every caller are unique. A solution may work for some, but not for others. New problems and complaints arise all the time and you must learn to quickly and effectively troubleshoot these issues. You might even be required to sell or […]

Email Etiquette

Course Details Email is an important tool in today’s business world, and it is imperative this tool is used properly. By following email etiquette, you can communicate our message effectively, reduce the possibility of misunderstanding, and present a professional image. This course will help you understand best practices for composing and responding to messages, and […]