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Customer Service Essentials
Welcome to Customer Service Essentials
Welcome and introductions (0:44)
About the program
Help and FAQ
5 Professional Customer Service Skills
Introduction
1. The avoider
2. The defensive
3. The short-tempered
4. The careless
5. The patient
Self-assessment quiz
Dealing with Difficult Customers
Introduction (0:27)
1. Give customers time (0:36)
2. Show empathy (0:24)
3. Solve problems (0:33)
4. Offer solutions (0:27)
5. Follow up (0:23)
Self-assessment quiz
Customer Service Workshop
6 ways to win over a client
Tough conversations worksheet
Negative thoughts worksheet
Active problem-solving worksheet
Course Conclusion
Final self-assessment
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Introduction
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