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Customer Engagement
Customer Engagement
Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle all customers/
Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, customer service expert Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve.
LinkedIn Learning E-course, 1 hour and 11 minutes
Customer service care costs organizations billions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity).
LinkedIn Learning E-course, 35 minutes
Start E-Course: Customer Service: Problem Solving and Troubleshooting
For customer service reps, having conversational skills and knowing how to talk to customers (and how not to talk to them!) are critical to doing your job well. In this course, instructor Noah Fleming covers the skills you need most when engaging with your customers. Noah explains how to find the right tone and how reading the situation can help you make sense to the customer. He discusses ways that positivity and personality allow the customer to feel comfortable and points out that brevity is often more important than depth in customer conversations. Noah shows you how to focus the conversation on results and how to stop talking and start listening. He covers the right questions to ask, the power of body language, conversation killers that you should avoid, and ways to handle difficult conversations. Noah finishes with an upbeat description of how following up is one of the best things you can do when talking to customers.
LinkedIn Learning E-course, 32 minutes
You can write to customers—via email—with consistency and professionalism, but you don't need to sound robotic to be efficient. Writing instructor Leslie O'Flahavan has real customer service emails she shares with you in this course, so you can see how to communicate with clarity and sincerity to help customers feel heard and ensure your responses provide the help they need. Leslie shares techniques customer service agents can apply that help build strong practices in a contact center and improve customer relations.
LinkedIn Learning E-course, 1 hour and 5 minutes
Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.
LinkedIn Learning E-course, 48 minutes
Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You’ll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O’Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin—all while maintaining your company’s brand. Learn all the writing skills you’ll need to provide top-notch live chat and text customer service.
LinkedIn Learning E-course, 38 minutes
Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can customer service representatives work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in a variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.
LinkedIn Learning E-course, 31 minutes
What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee—the author of Rock Star Customer Service—as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you'll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism.
LinkedIn Learning E-course, 36 minutes
What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues, positioning controversial policies, and how to politely distance from hot-button issues like religion and politics to maintain a professional position.
LinkedIn Learning E-course, 30 minutes
Start E-course: Creating Positive Conversations with Challenging Customers
Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.
LinkedIn Learning E-course, 49 minutes
Start E-course: De-escalating Conversations for Customer Service
Navigating challenging customer interactions requires a blend of empathy, skill, and strategy. Afton Howard, a customer service expert, offers insights into preparing for and thriving through difficult conversations. This course covers a spectrum of skills, from practicing customer empathy and building trust through organizational values to mitigating legal risks. After this course, you'll be able to turn challenges into opportunities for growth and customer satisfaction.
LinkedIn Learning E-course, 38 minutes
Customer Service AI Simulations
Dealing with an irate customer is a delicate and difficult task! You must calm the customer down, gather the required information, and work toward a resolution. In this AI Lab, you will practice using your active listening, empathy, and open-ended questioning skills to build rapport with the customer and gain their trust. By doing this, you can ensure a positive experience for the customer and a satisfying solution.
Dealing with an irate customer is a delicate and difficult task! You must calm the customer down, gather the required information, and work toward a resolution. In this Leader Lab, you will practice using your active listening, empathy, and open-ended questioning skills to build rapport with the customer and gain their trust. By doing this, you can ensure a positive experience for the customer and a satisfying solution.
CSU Learn
Dealing with an irate customer is a delicate and difficult task! You must calm the customer down, gather the required information, and work toward a resolution. In this Leader Lab, you will practice using your active listening, empathy, and open-ended questioning skills to build rapport with the customer and gain their trust. By doing this, you can ensure a positive experience for the customer and a satisfying solution.
CSU Learn
Customer Service Representative Career Certificate Program
Customer service professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Since customer needs lie at the heart of every service interaction, customer service representatives must be able to identify both their stated and unstated needs whether by phone, e-mail, live chat, in person, or by other methods. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs.
The syllabus for this certificate program includes courses intended to guide the customer service representative through all aspects of the customer service career path, from start to finish
E-course, 17 hours and 22 minutes