Mastering Customer Service Skills

What you'll learn
Understand the terminology in customer service
Learn more about yourself and how your own thoughts, beliefs and values play a role in customer service
Develop the skill of empathy to be able see situations from customers' perspectives
Learn how to use active listening and reading non-verbal cues to understand customers' problems
Understand how important pieces of information can earn the respect of customers
Apply customer service skills when dealing with difficult customers
Requirements
No experience needed, but able to understand English
Learning will be achieved by doing the practical activities
You will need a printer to pront the activity sheets
Description
This practical course will not only empower you to serve customers with confidence, you will also grow on a personal level. Mastering customer service skills will give you the ability to deal with challenging situations, because you will understand how you show up and how to determine what customers really need, so you can help them. Customers will more likely feel happy that you helped them, which will make your interactions with customers far more pleasant.The skills covered in the course, includeSelf-awareness - the course starts off by getting a better understanding of yourself and why you react the way you do, when you judge others and their behaviour.Empathy - then the focus shifts to understanding others, by putting yourself in their shoes and seeing a situation from their perspective.Problem solving - the ability to let someone feel heard, requires that you use your senses, like your ability to see or observe, and to listen, and to confirm one's...

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