What will you in Your Customer Service Toolbox: Best Practices for Beginners Course
Understand the core principles of outstanding customer service and the customer journey
Develop active listening, empathy, and positive language techniques to delight customers
Handle common service scenarios: inquiries, complaints, refunds, and escalations with confidence
Use effective communication skills across phone, email, chat, and in-person channels
Manage difficult customers and resolve conflicts to turn challenges into loyalty
Implement service recovery strategies and measure satisfaction with CSAT and NPS
Program Overview
Module 1: Foundations of Excellent Customer Service
⏳ 30 minutes
Defining service excellence and the impact on retention and referrals
Mapping the customer experience and identifying key touchpoints
Module 2: Communication Essentials
⏳ 45 minutes
Active listening, open-ended questioning, and positive phrasing
Tone, pace, and empathy in phone and face-to-face interactions
Module 3: Email & Chat Best Practices
⏳ 45 minutes
Structuring clear, concise, and friendly written responses
Managing multiple chat sessions and setting response SLAs
Module 4: Handling Complaints & Escalations
⏳ 1 hour
De-escalation techniques: stay calm, acknowledge feelings, and offer solutions
Turning negative experiences into positive outcomes with recovery scripts
Module 5: Service Recovery & Follow-Up
⏳ 30 minutes
Apology frameworks, compensation guidelines, and making amends
Proactive follow-up to ensure satisfaction and gather feedback
Module 6: Measuring & Improving Service Quality
⏳ 45 minutes
Using CSAT, NPS, and qualitative feedback to identify improvement areas
Root-cause analysis and continuous improvement loops
Module 7: Time Management & Multitasking
⏳ 30 minutes
Prioritizing inquiries, using templates wisely, and avoiding burnout
Balancing speed with quality in high-volume environments
Module 8: Building a Customer-Centric Culture
⏳ 30 minutes
Collaborating with teams for seamless handoffs and knowledge sharing
Empowering frontline staff and recognizing service champions
Get certificate
Job Outlook
Customer service skills are vital for roles such as Customer Support Representative, Help Desk Agent, and Client Success Associate
In demand across e-commerce, SaaS, hospitality, and healthcare for driving satisfaction and loyalty
Provides a foundation for career progression into team lead, training specialist, and operations management
Equips you to excel in remote support, omnichannel service, and high-growth startup environments
Specification: Your Customer Service Toolbox: Best Practices for Beginners
|
