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Optimizing Customer Service: Key Soft Skills for Success
Week 1: Introduction to Customer Service Excellence
Foundations of Customer Service (3:19)
Customer Service in Contemporary Business (2:52)
Customer Service Standards and Metrics (3:20)
Customer Service as a Strategic Advantage (2:46)
Customer Service Team Dynamics (2:43)
Ethics and Integrity in Customer Service (2:35)
Week 2: Effective Communication Strategies
Verbal Communication Mastery (2:52)
Non-Verbal Communication Techniques (Part1) (2:10)
Non-Verbal Communication Techniques (Part2) (1:23)
Active Listening Skills (2:30)
Written Communication in Customer Service(Part1) (1:25)
Written Communication in Customer Service(Part2) (0:49)
Written Communication in Customer Service(Part3) (1:19)
Adapting Communication Styles (2:22)
Handling Difficult Conversations (3:17)
Week 3: Building Empathy in Customer Interactions
Understanding Customer Emotions (2:45)
Practicing Empathetic Listening(Part1) (2:06)
Practicing Empathetic Listening(Part2) (1:41)
Expressing Empathy Verbally (2:08)
Non-Verbal Cues for Empathy (2:58)
Empathy in Problem Resolution (2:32)
Cultural Considerations in Empathy (2:57)
Week 4: Conflict Resolution and Problem Solving
Identifying Customer Challenges (1:52)
Root Cause Analysis (3:08)
Effective Communication in Conflict Resolution (3:14)
Negotiation Skills for Customer Service (2:49)
Turning Challenges into Opportunities (2:15)
Case Studies in Effective Problem Solving (3:26)
Week 5: Time Management for Customer Service Professionals
Prioritizing Customer Needs (3:06)
Effective Task Management Tools (3:11)
Setting Realistic Service Goals (3:19)
Managing Customer Service Queues (2:24)
Handling Peak Service Periods (2:17)
Time-Saving Techniques in Customer Interactions (2:54)
Week 6: Emotional Intelligence in Customer Service
Self-Awareness and Emotional Regulation (2:33)
Recognizing and Understanding Customer Emotions (3:07)
Social Awareness in Customer Interactions (2:54)
Adapting Communication to Emotional Context (2:27)
Building Positive Relationships (2:44)
Emotional Intelligence in Team Collaboration (3:26)
Week 7: Adaptability and Flexibility
Understanding Change in Customer Service (3:15)
Adapting to Technological Changes (3:24)
Flexibility in Service Delivery (3:05)
Crisis Management and Adaptability (2:41)
Feedback and Continuous Improvement (2:43)
Developing a Culture of Adaptability (2:53)
Week 8: Cultural Competence in Customer Service
Understanding Cultural Diversity (2:31)
Effective Cross-Cultural Communication (2:21)
Cultural Sensitivity in Service Delivery (3:00)
Resolving Cultural Misunderstandings (2:28)
Building Trust Across Cultures (2:29)
Inclusive Practices in Customer Service (2:08)
Week 9: Stress Management for Customer Service Professionals
Identifying Stress Triggers in Customer Service (3:09)
Coping Strategies for Immediate Stress Relief (2:43)
Mindfulness and Stress Reduction (2:37)
Time Management for Stress Reduction (2:44)
Building Resilience in Customer Service (2:41)
Peer Support and Collaboration (2:43)
Week 10: Continuous Improvement and Feedback
Importance of Customer Feedback (2:50)
Effective Methods for Collecting Customer Feedback (2:53)
Analyzing and Interpreting Customer Feedback (2:20)
Implementing Feedback for Immediate Improvement (3:25)
Developing Action Plans for Continuous Improvement (2:21)
Feedback as a Driver of Professional Development (2:31)
Customer Service as a Strategic Advantage
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