Customer Service Essentials: Empower Your Team to Deliver Outstanding Customer Service
“Really impressed with both the content coverage and the quality of the advice in this course. If you’re running a customer service team or your job involves interfacing with customers, she presents a great set of tools for you to use. Highly recommended.” – Evan K
“I believe this course is very important. This is not only for people in the customer care industry but also people interested in growing their careers. I am really getting a lot of knowledge that i am going to apply in my current role at work.” – Irene A.
“I really enjoyed the course and there was a great deal of information that aligned with my experiences in customer support over the past 30 years.” – Michael P.
Trusted by 53,000+ professionals at leading Organizations Worldwide
How The Customer Service Essentials Course Works
Your Team Will Learn How To:
- Use verbal and nonverbal communication strategies to ensure faster resolutions and enhanced customer satisfaction.
- Actively listen and anticipate customer needs, leading to proactive service, quicker problem-solving, and reduced customer complaints.
- Turn challenges into positive customer experiences to improve company reputation and foster customer loyalty.
- Communicate with empathy to build rapport and trust, leading to smoother interactions.
- Take advantage of customer feedback to improve products and services, and build stronger customer relationships.
- Develop active listening skills, ensuring that customers feel heard, understood, and valued, deepening trust and rapport.
- Build long-term relationships, leading to repeat purchases and sustained revenue.
- Ensure positive first impressions and positive communication to build instant rapport and customer trust.
Customer Service Essentials Curriculum
- Welcome to the Course!
- Download Your Course Workbook
- Bonus Templates Library
- Exercises for Section 1
- Download Lecture Notes
- Why Customer Service Matters
- Understanding the Value of Customer Feedback
- Improving Your Company’s Reputation
- Increasing Customer Retention
- Short-Term Impact of Customer Service
- Long-Term Impact of Customer Service
- Increasing Customer Lifetime Value
- The Cost of Providing Poor Service
- Recommended Resources
- Exercises for Section 2
- Download Lecture Notes
- The Importance of Going Above and Beyond
- How To Stand Out From Competition
- Transforming Customers into Brand Advocates
- Companies that Go Above and Beyond
- Increasing Your Professional Value
- Developing a Positive Outlook
- Good vs Outstanding Customer Service
- Download: 50+ Creative Ideas to WOW Your Customers
- Why Speed and Promptness Matter
- Personalization for a Better Customer Experience
- Surprise and Quality in Customer Service
- Empathy, Clarity and Attentiveness
- Time Management, Adaptability, and Self-Control
- Persuasiveness and Product Knowledge
- Quiz
- Recommended Resources
- Exercises for Section 3
- Understanding Customer Lifetime Value
- Customers Pay More for Excellent Service
- Customers Can Be the Best Marketers
- Creating Memorable Experiences
- The Power of Word-of-Mouth Marketing
- Quiz
- The Influence of Social Media and Online Reviews
- How Technology Impacts Communication
- Ease of Access to Information
- Fast Response Time
- Why Stories Go Viral
- Real World Examples
- A Story of Compassion
- A Song Goes Viral
- A Toy Giraffe Becomes Famous
- Choosing Policies Over Common Sense
- Quiz
- Recommended Resources
- Exercises for Section 4
- What Customers Want
- Communication Platforms
- Providing Quick Response Time
- Personalizing Your Interactions
- Quiz
- First Impressions Count
- Understanding Customer Needs
- Becoming Aware of Nonverbal Cues
- Building Customer Trust
- Your Appearance Plays a Role
- The Power of Your Voice
- Controlling Facial Expressions
- Using Your Body Language
- Quiz
- Recommended Resources
- Exercises for Section 5
- What Is Purposeful Smalltalk
- Mastering the Art of Smalltalk
- Building Trust Through Personalization
- Understanding Emotions Behind Words
- Using Upbeat Words
- Download: Examples of Positive and Negative Language
- Quiz
- Validating Customer Emotions
- Techniques for Giving Suggestions
- Showing Gratitude
- Matching Verbal and Nonverbal Behavior
- Mirroring Body Language
- Why Mirroring Works
- Distracting Habits in Communication
- Avoiding Multitasking
- Allowing Conversations to Flow
- Becoming Aware of Fidgeting
- Explaining Without Data-Dumping
- Omitting Filler Words
- Quiz
- Recommended Resources
- Exercises for Section 6
- What Is Active Listening?
- Key Elements of Active Listening
- Deterring Judgement
- Reflecting to Build Rapport
- Asking Probing Questions
- Using Effective Questions
- Closed-Ended vs. Open-Ended Questions
- Download: 30+ Ideas for Questions to Ask Your Customers
- Clarifying Important Details
- Asking Leading Questions
- Paraphrasing Information
- Quiz
- Responding with Tact
- Avoiding Internal and External Distractions
- Overcoming Communication Barriers
- Becoming Aware of Cultural Differences
- Understanding Pre-Existing Beliefs
- How Cultural Differences Affect Communication
- Quiz
- Recommended Resources
- Exercises for Section 7
- Setting Realistic Customer Expectations
- Providing Clear Time Estimates
- Checking for Satisfaction
- Why Customers Get Confused
- Helping Customers Understand
- Reviewing Customer History
- Using Simple Language and Visuals
- Quiz
- The Role of Scripts in Customer Service
- Managing Unreasonable Expectations
- Providing Alternative Solutions
- Turning Complaints Into Opportunities
- Taking Action on Feedback
- Download: Customer Service Survey Questions
- Quiz
- Recommended Resources
- Exercises for Section 8
- Submit Your Workbook
- Course Completion Instructions
- Share Your Feedback
What's Included in the Training?
Flexible, Online Learning for Busy Teams
Scalable, cost-effective, and adaptable to your team’s unique needs and schedules.
Developed by Industry Experts
Gain access to real-world industry knowledge and best practices for success.
Practical, Hands-on Activities
Certificates of Achievement
Get Instant Access To:
- Engaging Lectures: Bite-sized video lessons, conveniently break down core concepts to fit seamlessly into your team's busy schedules.
- Knowledge Assessments: Interactive quizzes offer instant feedback, pinpointing focus areas for improvement and ensuring a comprehensive understanding.
- Resource Library: Supplement learning with downloadable course notes, templates, and guides to ensure high retention.
- Practical Exercises: Hands-on reflection exercises ensure skill retention and reinforcement before engaging with customers.
- Celebrate Milestones: Celebrate your team's accomplishments and commitment to high service standards with digital Certificates of Completion.
- Progress Tracking: Stay effortlessly informed with live progress reports, ensuring you're always in the loop on your team's advancement through the program.
About CustomersFirst Academy
Unlike many courses that focus on theory, CustomersFirst Academy training is based on years of experience in e-learning and a proven track record of customer service success.
Developed by industry professionals, our training is designed to equip your team with in-demand skills that will have a positive impact on your customers and your whole organization.
Join Thousands of Happy Professionals Worldwide
I took this course to brush up my customer service skills for my new job and it was a comprehensive and thorough review but I also came away with new ideas. I found areas I can work to improve on and have clear, real-life examples I can use from this class to improve my customer interactions. I will even take some of the skills covered in this course to assist me in my personal relationships as well! Thank you, I learned so much and definitely would recommend this course.
This course has a great wealth of information applicable to people with different experiences and working in variety of industries. Interviews with high achievement customer service professionals are of a special value. Recommendations on working from home are very timely regarding recent virus situation. The course is very well and logical structured, it is easy to follow. Can be recommended to everyone seeking success in business or personal career.
Thank you for the great course. I like the fact it is divided into little chunks to avoid boredom and burnout. I like how it's like an overview of a lot of aspects of customer support and how to provide great customer experience that you know your customers are worth. I also liked the part where Viktoriya interviews professionals to help us get an insider's look at how those people operate. Thank you 😀
Really impressed with both the content coverage and the quality of the advice in this course. Vica really knows what she's talking about in customer service. If you're running a customer service team or your job involves interfacing with customers, she presents a great set of tools for you to use. Highly recommended. I took a lot of notes during this course and I plan on re-watching it later down the line.
Loved it! I work in a telecommunications company and was looking for some training on customer service. I randomly came across this course and found it to be very clear and informative. The instructor explains the lessons very well and is easy to follow and understand. I highly recommend it!
Well researched and well presented, Viktoriya strikes a perfect balance between breadth and depth in her coverage of the key concepts and best practices for customer service. Also appreciate the many useful course resources she included in the course to help with learning. Highly recommended!
Who This Course Is For:
- Forward-thinking organizations that understand the pivotal role of customer service in driving organizational success and are proactive about implementing strategies for improvement.
- Businesses that prioritize a culture of continuous learning, recognizing the crucial role team development plays in overall organizational success.
- Professionals who believe in the transformative power of excellent customer service and want to contribute to their organization's success through skill development and strategic implementation.
Who This Course Is Not For:
- If you're looking for an instant solution without a commitment to learning and development, this course might not be the right fit.
- Organizations that don't recognize and recognize and appreciate the significant influence of exceptional customer service on overall organizational success.
Frequently Asked Questions About CustomersFirst Team Training
Our courses are delivered entirely online through a secure learning management system (LMS). Users can access the content from any device at any time. Lessons include bite-sized video lectures, interactive quizzes, digital workbooks and interactive activities. You have full control over the schedule and pace you’d like your team to complete the training.
Yes, our courses are fully responsive and can be accessed via any computer, tablet or smartphone. This allows maximum flexibility for users to learn from anywhere with an internet connection.
All reference materials, worksheets and case studies included in the lessons can be downloaded for offline use and mobile study. Video lectures must be viewed online.
Our dedicated support team is available via email during normal business hours. If you or your staff have any technical or administrative questions, our team is quick and happy to help!
Once an order is placed, we can have your team enrolled in 24 hours. Users simply need an internet connection and device to start learning right away. They’ll get a welcome email with login instructions and can access the learning materials right away!
Yes, our system allows administrators to easily track your team’s learning progress. This provides visibility into user course progress and who has completed training.
We continuously review and update our courses in response to changing customer needs and industry trends. You will receive access to course upgrades at no additional cost.
100% Satisfaction Guarantee
If in the first 14 days of your purchase our training doesn’t address your learning and growth needs, we’ll reimburse you in full! No questions asked.
