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Introduction to Customer Service

Курс от CVS Health

Начальный≈ 18.9 чАнглийский

О курсе

The Introduction to Customer Service course presents an in-depth look at communication, time management and de-escalation needed for a career in customer service. This course presents frameworks for communication, time management and problem-solving that allow you to improve your skills immediately and to evaluate customer service interactions. In addition, hands-on activities and community observations and projects are a part of this course, allowing you to get a real-world idea of key areas of customer service happening in your community. By the end of the course, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Process retail transactions in real-world situations - Describe the different roles in retail customer service No prior experience in customer service is necessary to be successful in this course.

Навыки, которые вы освоите

Empathy Time Management Active Listening Root Cause Analysis Customer Service Problem Solving Call Center Experience Greeting Customers Conflict Management Retail Sales Positivity De-escalation Techniques Non-Verbal Communication Customer Support Customer Complaint Resolution Transaction Processing Retail Store Operations Communication Ability To Meet Deadlines

Программа курса

4 модулей · 122 учебных материалов

01Customer Service Communication with Empathy39 материалов

Introduction to the program

Introduction: CVS Health Customer Service Professional CertificateВидео Course Overview: Introduction to Customer ServiceВидео Introduction to Your Instructor - RickyВидео Course SyllabusЧтение

Учитесь у экспертов

Ricky La

Customer Service Expert

В каталоге вашей программы

Инвестируйте в себя

Новые знания — в удобное для вас время.

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Обучение на Coursera

≈ 18.9 ч

4 модулей

Язык: Английский

Субтитры: Арабский, Французский, Бенгальский, Узбекский, Украинский, Китайский (Китай), Греческий, Итальянский, Бразильский португальский, Вьетнамский, Нидерландский, Корейский, Немецкий, Пушту, Урду, Русский, Тайский, Индонезийский, Шведский, Турецкий, Азербайджанский, Испанский, Дари, Хинди, Японский, Казахский, Венгерский, Польский

Introduction to Customer Service

О курсе

Навыки, которые вы освоите

Программа курса

Introduction to the program

Учитесь у экспертов

Ricky La

Characteristics of positive communication

Greetings

The Difference in Negative and Positive Responses

Using Empathy with Customers

Introduction to Active Listening

Active listening cues

How to verify understanding

How to ask clarifying questions

Applying active listening

Introduction to problem-solving with customers

Identifying Root Causes

Policies and procedures in customer service

Solving customer concerns

Introduction to time management

Metrics for time management

Prioritization

Strategies for time management