Customer Support Mastery: Skills to Delight Every Customer
Mackenzie Wilson
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Leçons de ce cours
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1.
Introduction to the Course
1:21
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2.
The Right Attitude Starts with You
6:43
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3.
Stress Management - Internal Stressors
9:11
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4.
Stress Management - External Stressors
6:11
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5.
Transactional Analysis
6:46
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6.
Why Are Some Customers Difficult
6:49
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7.
Dealing with a Customer Over the Phone
9:33
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8.
Dealing with a Customer In Person
5:24
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9.
Sensitivity in Dealing With Customers
8:40
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10.
Scenarios of Dealing With a Difficult Customer
4:46
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11.
Following Up with a Customer Once You Have Addressed Their Issue
2:51
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12.
Wrapping Up
1:18
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Généré par la communauté
Le niveau est déterminé par l'opinion majoritaire des apprenants qui ont évalué ce cours. La recommandation de l'enseignant est affichée jusqu'à ce qu'au moins 5 réponses d'apprenants soient collectées.
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À propos de ce cours
Customer service administrators provide assistance and support to customers for a range of different industries. This job involves taking orders, responding to inquiries or complaints, and providing alternative suggestions to products that may be out of stock or unsuitable for the customer.
This job is well suited to people who have a passion for providing great customer service, work well as part of a team, and have strong written and verbal communication skills.
Customer service administrators should have a customer-focused mindset and excellent communication skills. They must be proactive, able to take initiative, and comfortable talking on the phone. Typically, employers require a high school diploma as well as the following skills:
- Customer service – customer service administrators spend a lot of their day talking and communicating with customers, so remaining professional and friendly at all times is crucial
- Teamwork – this job involves working with colleagues towards shared company and team goals, so customer service administrators must work well with people from all walks of life
- Communication skills – customer service administrators should be strong communicators, as they need to provide a consistently great experience for customers
- Critical thinking skills – customer service administrators need good decision-making and problem-solving abilities to respond to complaints and questions and to think quickly during customer interactions
Rencontrez votre enseignant·e
Hello, I'm Mackenzie.
I specialise in the area of Alternative Health, Anti-Aging, NLP and Nutrition.
My classes are designed to help you heal your physical and spiritual self.
In my classes here you will learn diets, clean eating, how to improve your sleep, skin, health, detoxify, give up smoke, alcohol and prolong your life span.
I am driven by our belief in the power of flexible education to improve or build new skills and transform and change people’s lives for the better and help them to achieve their life goals.
Voir le profil completProjet de cours pratique
The class project is designed to help students apply real-world customer support skills by working through a challenging face-to-face service scenario.
In this project, you will take on the role of a customer support professional at a retail store, tasked with resolving a situation involving an angry customer returning a faulty product. You will practice identifying the customer’s core complaint, managing emotions, and using service recovery techniques to turn a negative experience into a positive one.
After completing the scenario, make sure to do the following:
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Clearly explain how you approached the situation step by step, from greeting to resolution.
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Submit your written dialogue (or role-play script) and your resolution plan to the project gallery.
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Share your reflections and tips in the discussions section to help fellow students improve their customer-handling strategies.
This project will enhance your confidence, communication, and empathy—key traits for delivering exceptional in-person customer service in any business setting.
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