Courses

Learn how to provide "rock star" retail customer service—the kind that gets you noticed by managers and keeps customers coming back.

The Retail Customer Service course examines the day-to-day tasks that will be tackled in a retail customer service setting, including advanced skills such as returns and exchanges. You will apply guidelines for transactions such as sales, returns, exchanges, and data entry for customer information in real simulations. You will also observe the skills within a retail community location, evaluating the types of tasks observed and shared with a group of peers. You will complete sample transactions for peer evaluation, ensuring all steps are executed and excellent customer service is provided during any transaction. By the end of the course, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Process retail transactions in real-world situations - Describe the different roles in retail customer service To be successful in this course, it is recommended that you complete the first two courses in this program.

The demand for customer service representatives is huge, there are thousands of open job roles in the US alone. This program prepares you for a retail customer service role. Retail customer service is an exciting career where every day is a new day and a new adventure. The target audience for this certificate is anyone who is customer obsessed and is looking to launch a career in retail customer service. This program uniquely prepares you for your new role by using a blend of videos, activities, discussions, simulations, peer-reviewed projects, and a final capstone. As you complete each of these activities, you will create experiences that you can reference in job interviews or even as you work with customers after you have landed the job. At the end of this program, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Process retail transactions in real-world situations - Describe the different roles in retail customer service If you are someone that enjoys meeting people, solving problems, and are ready for new experiences, then this program is right for you. Upon completion of this program, you will receive a Professional Certificate from CVS Health to showcase your proficiency. You’ll also gain access to exclusive career support resources to help you in your job search and you’ll have a portfolio of meaningful activities you have completed to show prospective employers.

Discover how to manage young employees. Learn management and coaching techniques to bring out the best in a younger team.

Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer service. Get the skills you need to establish processes and policies that guide your employees to deliver superior performance. Learn the essentials of managing a contact center and team.Manage customer expectations and build loyalty.Develop customer surveys and win back lost customers.

Strong customer service is a cornerstone of any business and this short training course is an effective tool that will ensure your employees are aware of successful customer service practices. The knowledge developed with these videos will have a positive impact on your employees and ultimately your company.

Set yourself up for success in your new retail job. Learn techniques that can help you consistently deliver top-notch customer service—regardless of what's going on around you.

This course provides resume and social media presence guidance to learners looking for a career in customer service. This allows you to optimize your resume for a customer service position and be prepared for your first interview. In addition, you will apply your knowledge gained over the previous courses in the program to a hands-on project that allows you to demonstrate the skills you’ve learned in each course. By the end of the course, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Create solutions to customer problems - Describe the different roles in call center customer service To be successful in this course, it is recommended that you complete the first three courses in this program.

Learn the transferrable skills you can use to provide an outstanding customer service experience to internal stakeholders at your company.

Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.

Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer service. Cultivate the skills you need to establish processes and policies that guide your employees to deliver superior performance.Learn the basics of being a strong customer service leader.Learn how to use assessments to hire customer service talent.Explore best practices for managing a customer contact center.

This course is an effective training tool you can use to build the skills of your customer service employees in retail and other settings. The training program can help ensure that your employees provide high-quality customer service that's needed for the success of your business.

By purchasing this course, you will also receive a free yearly membership with American Management Association which will give you access to their entire On Demand library. The library consists of over 100 high quality professional lessons including analytical skills, AI, management & leadership, presentation skills, and much more.By applying the concepts in these learning assets, any manager of a customer service team can build and sustain an effective customer-focused strategy. Learn to motivate and develop your team by utilizing proven coaching, feedback and delegation techniques.331 Minutes | 13 Lessons | 0.6 CEUs | 6 PMUsThis OnDemand Course contains the following lessons:Tips for Managing the Progressive Discipline Process Learn the difference between performance management and progressive discipline, and how to use a progressive discipline process to effectively navigate employee performance challenges.Becoming a Trusted Advisor Learn how to become more than a customer-facing representative with tips and tools to allow you to transition into being your clients' trusted advisor.Becoming a Strategic Thinker Learn the value of strategic thinking and how to share strategic ideas across the organization.Creating a Culture of Belonging Learn to create an environment of belongingness to foster a culture of psychological safety at work.Strategies for Managing Situational Conflict Learn how to define conflict and acquire strategies to manage conflicts within an organization.Enhancing Collaborative CommunicationIdentify communication techniques that you can use to improve team collaboration, a crucial component of customer service success.Leveraging Feedback to Strengthen Employee CommitmentLearn to give feedback in a powerful way in order to strengthen commitment, improve performance and resolve problems with difficult employees.Enhancing Communication SkillsDiscover and apply different communication styles and effective communication techniques so you can have difficult or sensitive conversations effectively and with confidence.Building a Customer-Focused StrategyAnalyze what your customer wants from you and define the objectives of your customer strategy so you can create a mission statement aligned with the company’s vision.Creating a Motivational ClimateBuild the knowledge and skills you need to understand what motivations will really drive the performance of your individual team members.Leading with Emotional Intelligence in the WorkplaceLearn about the relevance of emotional intelligence to leadership competencies and discover how to apply EI principles to foster productive workplace relationships.Coaching for PerformanceIdentify effective coaching practices and use the AMA G.U.I.D.E. to plan and manage a coaching conversation.Leading a Customer-Focused TeamAcquire tools and tactics for creating a team culture in which employees strive to meet and exceed customer expectations.

This is a self-paced lab that takes place in the Google Cloud console. Learn how to run distributed services on multiple Google Kubernetes Engine (GKE) clusters in Google Cloud using Multi Cluster Ingress and GKE Service Mesh

How to deal with dissatisfied and angry customers and create a human and excellent service What you'll learn: You will learn how to service EVERY customer with excellence, in an organized wayHow to deal with unsatisfied customers, with a clear structure for answersYou'll have practical tools at your disposal in any moment for every situationHow to shape your customer service operations to excellence, modelling your business and structureYou''ll get feedback from me for every assignment on the courseIn the end, you will better equipped to assume a leadership role on Customer Services Answer these questions:Do you struggle dealing with angry customers?Do you customers love you?Do your customer recommend you to their friends?Do you feel you are always at the mercy of your customers?You may think that it's a very hard task to get customers to actually love your company, that only big companies can achieve that you that it's simply unpractical for a business like yours, but guess what: it's not!Customer Service Excellence can help your business thrive in many ways, like increasing sales, make your customers recommend you to others, comment and rate your company (helping your marketing team), and it ultimately make your customers even more open to your calls and to your proposals. In this course Customer Service Excellence, you will learn not only what's an excellent customer service and learn and see new unique and amazing tools and frameworks, but also how to shape your own customer services guidelines and also how to create strategies that fit perfectly to your business and customers, so you can achieve an excellent service. What's in it:Ten unique downloadable tools, ready to printThere are almost 70 lessons, short and straight to the pointMore than 6 hours of content: the most complete course on UdemyIt's proven to be successful: it was built upon a face-to-face courseTen written exercises for you to reflect on your skillsWatch it whenever you want and in the order you like10 sections covering customer services from A to ZSupport and interaction with the instructorLifetime acess to the contentCertificate of conclusion

Learn how to deal with difficult customers | Master customer relationship management | Gain conflict management skills What you'll learn: How to deal with difficult customers.Conflict management skills for customer service.You will learn the ECA method, which will give you the soft skills and the strategy that you need to manage demanding customersYou will discover customer relationship management skills that will allow you to diffuse difficult situations with angry customers.You will be able to implement this in your company and replicate it for your customer service training sessions. Customer service is a necessary soft skill for anyone that has interactions with customers often. And knowing how to deal with difficult customers should be part of any customer service training, as this is a skill that can turn angry customers into brand ambassadors.This course will show you the ECA Method for conflict management with difficult customers: E = Empathy: Show sympathy and empathy to your customers.C = Take Control: To achieve conflict resolution in customer service, you must take control of the situation.A= Advocacy: Where we focus on turning upset customers into brand advocates. Whether you are in customer relationship management, sales, business development, logistics, customer support, customer experience… this list could go on and on forever; the point is: if you deal with customers often, then you must be ready for conflict resolution with upset customers

Learn practical strategies to calm upset customers, defuse tense situations, and build long-term customer trust. What you'll learn: Understand the psychology behind upset customers and how to de-escalate their emotions.Learn communication strategies for effective interactions with difficult customers.Identify and address common reasons for customer frustration and dissatisfaction.Develop empathy and active listening skills to build rapport with customers.Implement problem-solving techniques to effectively resolve customer complaints.Create a personalized plan to handle future challenging customer scenarios.Master customer success techniques to improve customer satisfaction and loyalty.Acquire the skills needed to handle any customer service situation confidently.Learn how to turn customer complaints into opportunities for business growth.Gain the tools to handle any difficult customer interaction with ease. Welcome to the Customer Service Training: How to Handle Upset Customers In this course, you will learn how to handle difficult customers and turn their negative experiences into positive ones. You will gain a deep understanding of the importance of customer success and how it can impact the success of a business.This comprehensive course on Customer Success: Working with Upset Customers is designed to help anyone who works with customers improve their skills and excel in their role. You don't need prior experience or knowledge, as we welcome all skill levels.In this course, you'll learn effective techniques for handling difficult customers, including how to de-escalate situations, empathize with customers, and find solutions to their problems. You'll also learn how to build better customer relationships and deliver exceptional customer service.Our course is perfect for professionals in customer-facing roles such as sales, support, or service, entrepreneurs who want to improve their customer success skills, and managers looking to improve customer satisfaction and retention in their team or organization.Here you'll gain the knowledge and skills you need to excel in your role and handle upset customer better than anyone else.. Here are just some of the topics we cover: Understanding the psychology of upset customers.De-escalating difficult situations and calming angry customers.Communicating effectively and empathetically with customers.Finding solutions to customer problems and building better customer relationships.Using customer feedback to improve your product or service.Developing a customer-centric culture within your organization.Building a career in customer success or customer service.By the end of this course, you'll be equipped with the tools and techniques to handle any customer situation with confidence and ease. You'll be able to deliver exceptional customer service, build better customer relationships, and drive customer success in your organization.So why wait? Enroll now and start your journey towards becoming a customer success superstar! Note: Our course is constantly updated with new content to ensure it remains relevant and up-to-date. Plus, you'll have lifetime access to the course material and our friendly support team, so you can learn at your own pace and get help whenever you need it.

Provide top-notch customer service in the channels people love to use. Develop your chat and text writing skills to handle live, rapid-fire conversations.

Enhance your customer support and truly differentiate yourself from your competition! What you'll learn: Acquire and immediately implement strategies that will ensure high quality customer serviceEnhance their people skills in a way that will truly differentiate them from the competitionHandle any complaints they receiveDeal with difficult or angry customers The course is aimed at providing you with the opportunity to enhance your people skills in a way that will truly differentiate you from the competition. We will explore different models of high quality customer service, strategies to improve your skillsets, and tactics that your customer service representatives (CSRs) can easily acquire and implement immediately. Furthermore, you will learn how to handle any complaints you receive in a totally professional manner. You will be introduced to the benefits of customer relationship management (CRM) and will learn how it can become the vehicle that drives up your standards of service. The most important elements of the course include: Face-to-face contact with your customersThe most effective use of telephone, email and CRM in the communication processHow to deal with difficult or angry customersLiberating your front line people so that they can truly enjoy the customer experience The course is designed for the following groups of people: Those who need to make strategic decisions about how their customer service levels need to be adjustedThose in the front line of customer serviceCustomer service relationship managersEveryone involved in relationship development and client acquisition Mr. Hunt’s style is often described as ‘inspirational’. His goal is to always create positive change in people with whom he works. He has significant experience in successfully operating at all organizational levels—from the induction phase, through first line management, and right up to board level. Additionally, he is able to strike the appropriate level of debate on every occasion. Mr. Hunt is the MD and principal facilitator of UK Seminars. His work is well known in many countries, e. g., in Europe, in the USA, in the Middle East, and in India. His delegate evaluations are excellent, averaging 9.0 on a 10 point scale.

Review the short lessons in this engaging Customer Service course to improve your understanding of various customer service concepts. Practice quizzes and exams can test your knowledge and help you complete your homework or study for an exam.