Course Tag: Communication Skills

Check out our Communication Skills Content on Gladly Learning, a one-stop-shop for free customer support training, courses, and certifications.

Woman with confused expression talking on phone while looking at open package box

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
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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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Woman seated in an audience asking a question

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 […]
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Man in red shirt talking on phone

Dealing with Difficult Customers: Defusing Situations over the Phone

Course Details Have you spoken with a customer over the phone who was irritated, loud, and extremely angry? This course shows you how to diffuse the situation and turn things around while remaining calm and professional. This course comes with additional materials to help you implement the learning, including three key actions to take, a […]
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Angry woman in white shirt talking on phone

Strategies To Dealing With Difficult Customers

Course Details Explores how to positively resolve difficult situations. “The Customer is always right”. Right? Well, not always, but the customer is always the customer, and while they’re your customer you need strategies to deal with whatever challenges they bring. What you’ll learn
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Woman talking on phone while looking at a package

Dealing with Difficult Customers: Achieving Mastery

Course Details Dealing with difficult customers is not only an important part of your service, it’s essential for building lasting and mutually beneficial relationships. This course provides strategies for helping you understand your customers from their point of view so you can identify their hidden needs. You will learn how to control your own behavior […]
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Master Virtual Communication Skills And Confidence

Master Virtual Communication Skills And Confidence

Course Details Do you want to become a master in communications? Do you want to learn how to strengthen your communication skills and apply them in a virtual environment? Do you want to learn to effectively engage your virtual audience and pitch successfully through this medium? If so, this certification is designed for you. The […]
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A man sitting at a table and looking at a piece of paper

Sharper Brain, Smarter You: Happiness

Course Details Neuroscientist Wendy Suzuki explores “The brain-changing benefits of exercise” in her fascinating TED Talk that will make you want to hit the gym right after. Learn why exercise doesn’t just support your physical well-being, but is also the most transformative thing you can do for your brain. Suzuki discusses the neuroscience behind exercise […]
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