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Customer Service Skills

Customer Service Skills icon
 04:11:33 Hrs

Course Description

Customer Service Skills

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  •   Customer & Customer ServiceOpen or Close
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    Introduction

    03:01

     
     

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    Module Objectives

    01:08

     
     

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    Topic 1 - Customer & Customer Service

    00:11

     
     

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    Who is a Customer?

    01:48

     
     

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    Types of Customers

    02:42

     
     

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    Meaning of Customer Service

    01:37

     
     

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    Importance of Good Customer Service

    03:38

     
     

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    Benefits of Good Customer Service - I

    02:10

     
     

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    Benefits of Good Customer Service - II

    03:18

     
     

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    Categories of Customer Service

    02:44

     
     

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    Role of Organization in Customer Service

    01:54

     
     

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    Role of Individuals in Customer Service

    02:04

     
     

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    Processes & Procedures in Customer

    07:23

     
     

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    Principles of Good Customer Service

    13:46

     
     

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    Summarization of Key-Points

    03:30

     
     

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    Test Your Knowledge

    01:31

     
     

  •   Overview of Customer Service SkillsOpen or Close
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    Topic 2 - Overview of Customer Service Skills

    00:11

     
     

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    Module Objectives

    00:50

     
     

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    Essential Customer Service Skills

    08:04

     
     

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    Role of Soft Skills in Customer Service

    03:07

     
     

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    Do's & Don'ts of Emailing

    05:11

     
     

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    Strengths of a Customer Service Employee

    12:02

     
     

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    Characteristics of a Good Customer Service Representative

    06:37

     
     

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    Reasons Customers get Angry

    01:02

     
     

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    Winning Over Customers

    06:36

     
     

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    Retaining Customers

    02:22

     
     

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    Getting Customer Referrals

    07:59

     
     

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    Customer Service Interview Questions

    05:35

     
     

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    Summarization of Key-Points

    03:40

     
     

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    Test Your Knowledge

    01:18

     
     

  •   Essential Do's & Don'ts of Customer ServiceOpen or Close
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    Topic 3 - Essential Do's & Don'ts of Customer Service

    00:13

     
     

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    Module Objectives

    01:43

     
     

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    Listening & Empathising

    01:17

     
     

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    Apologising Sincerely

    02:41

     
     

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    Responding to Customers

    05:01

     
     

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    Using Positive Language

    02:49

     
     

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    Seeing Things from Customers Perspective

    03:54

     
     

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    Having Real Conversations with Customers

    02:54

     
     

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    Making a Good Impression

    02:16

     
     

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    Assuming the Right Body Language Over Phone

    04:34

     
     

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    Thanking Promptly

    03:00

     
     

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    Must Not's While Communicating with Customers

    15:18

     
     

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    Customer Service Pitfalls to be Overcome

    07:48

     
     

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    Tips for Effective Customer Service

    02:07

     
     

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    Summarization of Key-Points

    02:19

     
     

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    Test Your Knowledge

    01:22

     
     

  •   Testing & Improving Customer Service SkillsOpen or Close
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    Topic 4 - Testing & Improving Customer Service Skills

    00:12

     
     

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    Module Objectives

    02:20

     
     

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    Testing Customer Service Skills

    05:31

     
     

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    Preparing Customer Satisfaction Survey

    05:51

     
     

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    Categories of Shopping Customers

    03:14

     
     

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    Increasing Loyal Customers

    03:47

     
     

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    Customer Service Training Methods

    06:25

     
     

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    Improving Customer Service

    04:00

     
     

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    Improving Service Via Verbal Communication

    09:50

     
     

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    Improving Online Customer Feedback

    06:10

     
     

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    Accepting Complaints as Feedback

    02:36

     
     

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    How to Handle Customer Complaints

    09:00

     
     

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    Golden Rules for Effective Customers

    10:01

     
     

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    Summarization of Key-Points

    02:29

     
     

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    Test Your Knowledge

    01:16

     
     

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    End of Module

    02:36

     
     

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