Developing Customer Service Skills

Name: Developing Customer Service Skills
Author: John Forsythe

This module explores how to build rapport with your customers through empathy and active listening, how to manage customer expectations, and when and how to…

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Course: On-Demand

Let's discuss how to develop customer service skills. We'll explore how to build rapport with your customers through empathy and active listening, how to manage customer expectations, and when and how to say no to a customer. Building rapport with customers is one way to turn first-time customers into lifetime customers, and fostering positive relationships with your customers can translate to increased profits and higher customer satisfaction. You probably have a particular store that you like to visit, not just one you have to go to. Perhaps it's a hardware store you like, even though its prices may be high or there's a competitor closer to home. Or maybe it's a coffee shop you enjoy frequenting, even though you can make coffee at home for free. If a place like that comes to mind, it's likely because that business and its employees have built a rapport with you. They have created an atmosphere that makes you feel good about them and their company. As Jeff Bezos, the founder and former CEO of Amazon once observed, "We see our customers as invited guests to a party, "and we are the hosts. "It's our job every day to make every important aspect "of the customer experience a little bit better." This customer service philosophy has contributed to the extraordinary success of Amazon and it can do the same for other companies as well. Think about the elements of a business that make you want to shop there. What comes to mind? We all appreciate good selection, good prices, and quality products, but those aren't the only things that keep us coming back. Even in an increasingly internet-dependent world, and with technology-driven business strategies, you can't build rapport with your customers without a human element. So, how do we build rapport with our customers? Do we do so simply by having friendly staff? Friendly employees don't necessarily equate to a competent business model. Successful customer service can certainly mean having a friendly and empathetic staff, but even within a good rapport, customer service must simultaneously serve all the customer's needs. You can't conceal bad products or service with a friendly face. Without serving the customer in the areas of punctual service, accurate information, consistent product availability, and other conveniences, such as reasonable return policies, a customer can quickly feel ignored or undervalued. It's all too easy for customers to become disappointed or even angry within just a few minutes of being forced to wait, being given the wrong information, or being made to feel like they're being ignored. A brief negative customer service experience can erase years of positive ones. If you want to build rapport with your customers, start with a consistent product or service and make sure your business model is customer-centric. Once you have all these key elements running smoothly, you can focus on assembling a team of friendly, helpful, and professional employees.

Beginner Provider : John Forsythe 4 Lessons · 12m in Arabic, German, English, Spanish, French, Portuguese, Chinese

Course Description

This module explores how to build rapport with your customers through empathy and active listening, how to manage customer expectations, and when and how to say “no” to a customer. It teaches how fostering positive relationships with your customers can translate to increased profits and higher customer satisfaction. It also discusses the importance of consistency in customer service.

What You'll Learn

Build rapport with your customers through empathy and active listening
Manage customer expectations effectively
Provide consistent customer service
Determine when and how to say “no” to a customer
Foster positive customer relationships that support increased profits and higher customer satisfaction

Key Takeaways

Building rapport with customers relies on empathy and active listening.
Fostering positive relationships with customers can translate to increased profits and higher customer satisfaction.
Consistency is an important element of effective customer service.
Part of customer service is knowing when and how to say “no” to a customer while still managing expectations.

Frequently Asked Questions

What does this customer service course cover?

This module explores how to build rapport with customers through empathy and active listening, how to manage customer expectations, and when and how to say “no” to a customer. It also discusses how positive customer relationships can translate to increased profits and higher customer satisfaction, and the importance of consistency in customer service.

What skills will I gain from this course?

You will learn how to build rapport with customers, how to manage customer expectations, and how to provide consistent customer service.

What lessons are included in this course?

The course includes four lessons: Building Rapport with Your Customers; Empathy and Active Listening; Managing Customer Expectations; and Saying “No” to a Customer.

Why does this course emphasize positive customer relationships?

The course teaches that fostering positive relationships with your customers can translate to increased profits and higher customer satisfaction.