Courses Descriptions
"Enhance your customer service skills with essential techniques in communication, problem-solving, and empathy to improve customer satisfaction."
Understanding the Importance of Customer Service
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The Role of a Customer Service Representative
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Customer Expectations and Satisfaction
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The Impact of Good vs. Poor Customer Service
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Course Overview & Learning Objectives
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Verbal and Non-Verbal Communication
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Active Listening Techniques
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Tone and Language in Customer Interactions
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Handling Difficult Conversations
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Writing Professional Emails and Chat Responses
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Identifying Customer Issues and Needs
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Steps to Effective Problem-Solving
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Dealing with Difficult or Angry Customers
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Conflict Resolution Strategies
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Turning Negative Experiences into Positive Outcomes
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The Role of Empathy in Customer Service
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Developing Patience and Resilience
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Building Rapport and Trust with Customers
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Understanding Customer Behavior and Psychology
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Personalizing Customer Interactions
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Using Chat, Email, and Social Media for Customer Service
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Managing Multiple Customer Interactions Efficiently
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Tools and Technologies for Remote Customer Support
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Final Assessment & Certification
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Best Practices for Online Customer Support
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