What will you learn in Customer Service Essentials: Soft Skills for Career Success Course
- Self-care while serving others: Techniques to manage stress, set boundaries, and maintain composure.
- Active listening & empathy: Hear beyond words, respond with understanding, and build trust.
- Professional communication: Convey warmth and clarity over phone, chat, and email.
- Conflict resolution skills: Navigate challenging customer interactions with confidence and tact.
- Client-success mindset: Learn to build loyalty, anticipate needs, and deliver positive outcomes.
Program Overview
Module 1: Introduction to Customer Service
⏳ ~30 minutes
Topics: Course goals, mindset for service excellence, and instructor background.
Hands-on: Reflective activities on personal experiences with customer service.
Module 2: Self‑Care Strategies
⏳ ~45 minutes
Topics: Emotional intelligence, burnout prevention, and maintaining composure under stress.
Hands-on: Practical self-care action plan and scenarios for emotional resilience.
Module 3: Active Listening & Empathy
⏳ ~60 minutes
Topics: Listening techniques, verbal cues, and practicing empathetic responses.
Hands-on: Role-play exercises to reinforce empathy in client interactions.
Module 4: Clear & Personable Communication
⏳ ~60 minutes
Topics: Tone, clarity, personalization in email, chat, and phone.
Hands-on: Practice rewriting sample messages for improved clarity and warmth.
Module 5: Handling Difficult Conversations
⏳ ~60 minutes
Topics: De-escalation strategies, complaint handling, and managing frustration.
Hands-on: Simulated challenges with difficult customers and response refinement.
Module 6: Building Customer Relationships
⏳ ~45 minutes
Topics: Trust building, proactive assistance, and retention tactics.
Hands-on: Design customer follow-up scripts and loyalty-building exercises.
Module 7: Capstone & Reflection
⏳ ~30 minutes
Topics: Consolidating skills, personal growth plan, and next steps in service excellence.
Hands-on: Complete a final reflection and commit to ongoing skill development.
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Job Outlook
- Career-ready: Sets you apart in customer-facing roles and paves the way for advancement.
- Resilience + empathy: Essential for high-stress situations and building strong client relationships.
- Value-add: Sharpened soft skills lead to better team performance and higher client satisfaction.
Specification: Customer Service Essentials: Soft Skills for Career Success
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