Mastering Customer Service Skills

Mastering customer service skills will give you the ability to deal with challeg situations, because you will understand how you show up and how to detee what customers really need, so you can help them. Customers will more likely feel happy that you helped them, which will make your interactions with customers far more pleasant.The skills covered in the course, includeSelf-awareness – the course starts off by getting a better understanding of yourself and why you react the way you do, when you judge others and their behaviour.Empathy - then the focus shifts to understanding others, by putting yourself in their shoes and seeing a situation from their perspective.Problem solving – the ability to let someone feel heard, requires that you use your senses, like your ability to see or observe, and to listen, and to confirm one's understanding of the problem.Curiosity - being knowledgeable about things beyond your job, can earn the respect of others and is a magical element of great customer service. You will be guided to be curious about things that will empower you with knowledge to be a master at solving customer problems.Dealing with difficult customers – you will learn how to put all these skills into practice to become skilful, confident, and professional in customer service.

Overview
Section 1: Introduction to mastery of customer service skills

Lecture 1 Introduction to mastering customer service skills

Section 2: Important definitions in Customer Service

Lecture 2 Customer Service Language

Section 3: Skill 1: Self-awareness

Lecture 3 Skill 1: Self-awareness: Standing your ground

Section 4: Skill 1: Self-awareness - What did your learn about yourself

Lecture 4 Skill 1: Self-awareness recap

Section 5: Skill 2: Empathy Act with your heart

Lecture 5 Skill 2: Empathy

Section 6: Skills 3: Understanding customers' problems

Lecture 6 Skill 3: Understanding customers' problems

Section 7: Skill 4: Curiosity

Lecture 7 Skill 4: Curiosity - Earn the respect of customers

Section 8: Skill 5: Dealing with difficult customers

Lecture 8 Skill 5: Dealing with difficult customers - Flex your muscles to solve problems

Section 9: Closing

Lecture 9 Wrapping up

Entry level employees dealing with customers directly, either face-to-face, online, telephonically or via any digital platform, or those who are interested in such a role,Frontline staff who want to improve their skills in customer service,Anyone who wants to improve their skills to interact with others

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