In our Customer Service Survival Skills course, students will learn how to get to the heart of customer service; a challenging but not impossible achievement. Customers expect quality service and in return will provide loyalty. Businesses today understand that customer service loyalty contributes to the success and growth of a business. This is why it is important understand the importance in learning, developing and improving the skills needed to communicate effectively in a professional manor with customers.
Price: $195.00


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    In this Customer Service Survival Skills course, offered by our accredited school partners, students will learn how to get to the heart of customer service; a challenging but not impossible achievement. Customers expect quality service and in return will provide loyalty. Businesses today understand that customer service loyalty contributes to the success and growth of a business. This is why it is important understand the importance in learning, developing and improving the skills needed to communicate effectively in a professional manor with customers. Enroll through one of our accredited university or college partners today!
    Customer Service Survival Skills Module 1
    Understanding the Worst Case Scenarios

    In this section, you will learn why you should be open to exploring worst case customer service scenarios. In addition to benefiting from understanding the worst case, you will learn tools for defusing crises in customer service.

    Understanding the Moment
    Leaning into Criticism
    Achieving Deep Acknowledgment
    Cultural Intelligence vs Other Intercultural Approaches
    Safe Way to Deliver Bad News
    Customer Service Survival Skills Module 2
    Problem Solving and Putting into Action

    During a customer service crisis, it important to choose communication styles that are the most effective for the situation. This section will help to identify techniques and actions that will lead to the effective management of any customer service crisis.

    Powerful Problem Solving
    Reframing Your Message
    Grounding an Angry Outburst
    Immune to Intimidation
    Wrap-Up
    Customer Service Survival Skills Module 3
    Your Worst Customer Situations

    In customer service with a customer crisis, it can sometimes feel like no matter what you say, it is your fault. This module will focus on identifying how to respond when a customer is in crisis and unresponsive to your attempts at meeting his or her service needs.

    You’re the Boss
    Don’t You Know Who I am?
    The Concert that Never Was
    I’ll Be Suing You
    Quelling a Social Media Firestorm
    Customer Service Survival Skills Module 4
    Framing Your Response for a Resolution

    In order to provide excellent customer service, it is important to be comfortable with the customer's as well as your own frustration. This module will provide you with some tools to successfully deal with customer frustrations and how to navigate the depth of those frustrations to provide outstanding customer service.

    Just Plain Terrible
    Anger Management
    Not So Smart
    When Talking is Not Enough
    Customer Crisis to Excellence
    All required reference materials are provided with this program. Technical requirements:

    Internet Connection
    • Broadband or High-Speed (DSL, Cable, Wireless)
    Hardware Requirements
    • Processor - 2GHz Processor or Higher
    • Memory - 1 GB RAM Minimum Recommended

    Software Requirements
    • Operating Systems - Windows 7, 8 or 10; Mac OS x 10 or higher
    • Microsoft Office 2007, 2010 or 2013 or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
    • Internet Browsers - Google Chrome is highly recommended
    • Cookies MUST be enabled
    • Pop-ups MUST be allowed (Pop-up Blocker disabled)
    • Adobe PDF Reader
    This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment.

    Product Type:
    Course
    Course Type:
    Professional Enrichment
    Level:
    Beginner
    Language:
    English
    Hours:
    24
    Duration:
    1 month
    Avg Completion:
    1 Month

      Get the support you need, when you need it

        • Our admissions advisors will help you identify career paths, accredited colleges, and funding solutions
        • Customer & Technical Support is available throughout your course experience via Live Chat, Phone, Email, and Text
        • Office hours are Monday through Friday, 8-5pm CT

      Stay on track to reach your completion goal

        • Scheduling and Time Management assistance tailored just for you
        • Active reminder notifications about important deadlines in your class
        • Join giveaway raffles for achieving course milestones

      Become Job-Ready: Career Training Programs ONLY

        • Take advantage of real-world experience outside of the classroom with an employer-based externship program
        • Work with a career counselor to schedule your certification exam (if applicable)
        • Complete an employer-ready resume with a career coach
        • Participate in live mock interviews and job guidance sessions

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