How Can I Help You? Customer Service Best Practices

Course Description

This course explores best practices in providing customer service. This course can serve as an introduction if this is your first customer service job. But even if you are a seasoned professional, the scenarios and activities will give you a chance to ask yourself how you might better handle balancing the needs of your customers with the needs of your organization.

Learning Outcomes

• Identify customers as one of four different types: agreeable, directive, analytical, or expressive
• Adapt your customer service interaction to the customer’s type
• Understand that customer service language should be both polite and efficient
• Explain how providing customer service over the phone or online differs from providing customer service in person
• Identify poor examples of customer service and explain how the agent could improve his or her interactions
• Understand how body language can affect customers’ perception of the service they are receiving
• Use the “No...but” technique to emphasize what the agent can do rather than what he or she can’t
• Understand the reasons that customers might be difficult and handle difficult customers professionally
• Explain why providing customer service requires great communication with co-workers and supervisor