Customer Relations
Customer Service: Handling Abusive Customers
I learned how to handle abusive customers by understanding why they become abusive and using strategies to diffuse and refocus bad interactions. I also learned when it is appropriate to walk away from an interaction and how to follow up with customers to ensure their issues are resolved. | Course Certification
Customer Service: Knowledge Management
I learned about the importance of a knowledge base (KB) in service organizations to shorten resolution time, reduce customer effort, and drive self-service. I discovered what knowledge management (KM) is and the problems it can solve. | Course Certification
Empathy for Customer Service Professionals
I learned about the importance of empathy in various contexts and how to apply different types of empathy effectively. Additionally, the course emphasized creating a culture of empathy in leadership to foster team engagement and cohesion. | Course Certification
Listening to Customers
I learned how to improve my critical listening skills to better serve customers. I also learned to ask the right questions to create further listening moments and used techniques like verifying and clarifying to avoid mistakes. | Course Certification
Working with Upset Customers
In this course, I discovered how to listen with empathy, help the customer feel right, and preserve the relationship. The course also taught me to learn from angry customers by conducting after-action reviews and passing along complaints. | Course Certification
Writing Customer Service Emails
I learned how to write effective and professional customer service emails. I also learned to customize templates to avoid sounding robotic and built my email writing skills through self-evaluation and volunteering to rewrite templates. | Course Certification