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Customer Service

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Customer Service Course Directory

Customer Service: Core Concepts & Methods

Customer Service: Core Concepts & Methods

Customer Service

Customer Service Course Directory

Customer Service: Core Concepts & Methods

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Course Name	Course Type	Syllabus
ITIL 4 Foundation: Introduction	Course	View details
ITIL 4 Foundation: Key Concepts of Service Management	Course	View details
Key Concepts and the Four Dimensions of Service Management	Course	View details Course Syllabus \| Print Syllabus Key Concepts and the Four Dimensions of Service Management Overview/Description: ITIL has guiding principles of the service value system (SVS). In this course, youll discover the seven guiding principles. Then, youll learn about the continual improvement model and its seven steps. First, youll explore the questions what is the vision?, where are we now?, where do we want to be?, and how do we get there? Then youll learn about the step take action. Finally, youll discover the steps that ask the questions did we get there? and how do we keep the momentum going? This course was originally created by Global Knowledge (GK). Course Number: it_acsmgk_01_enus
The Guiding Principles of the Service Value System and Continual Improvement Model	Course	View details Course Syllabus \| Print Syllabus The Guiding Principles of the Service Value System and Continual Improvement Model Overview/Description: ITIL has guiding principles of the service value system (SVS). In this course, youll discover the seven guiding principles. Then, youll learn about the continual improvement model and its seven steps. First, youll explore the questions what is the vision?, where are we now?, where do we want to be?, and how do we get there? Then youll learn about the step take action. Finally, youll discover the steps that ask the questions did we get there? and how do we keep the momentum going? This course was originally created by Global Knowledge (GK). Course Number: it_acsmgk_02_enus
The Service Value Chain and General Management Practices	Course	View details Course Syllabus \| Print Syllabus The Service Value Chain and General Management Practices Overview/Description: The service value chain (SVC) includes a number of activities intended to get from demand to value. In this course, youll explore the SVC, beginning with an overview of its various activities. Then youll learn about the SVC activities design and transition, obtain and build, and deliver and support. Then youll discover the general management practices that have been adapted for service management, beginning with continual improvement and information security and relationship management. Finally, youll learn about supplier management and supplier management activities. This course was originally created by Global Knowledge (GK). Course Number: it_acsmgk_03_enus
Event Incident and Problem Management	Course	View details Course Syllabus \| Print Syllabus Event Incident and Problem Management Overview/Description: Theres a number of important service management practices identified by ITIL. In this course, youll begin by exploring monitoring and event management. Then youll discover incident management. Finally, youll learn about problem management. This course was originally created by Global Knowledge (GK). Course Number: it_acsmgk_04_enus
Service Desk IT Asset Service Configuration and Change Control Management	Course	View details Course Syllabus \| Print Syllabus Service Desk IT Asset Service Configuration and Change Control Management Overview/Description: Theres a number of important service management practices identified by ITIL. In this course, youll begin by exploring the service desk and service request management and IT asset management, and service configuration management and change control. Then youll explore IT asset management, service configuration management, change control, release management, and service level management. Finally, youll discover availability management, capacity and performance management, service continuity management, and deployment management. This course was originally created by Global Knowledge (GK). Course Number: it_acsmgk_05_enus
Release Service Level and Availability Management	Course	View details Course Syllabus \| Print Syllabus Release Service Level and Availability Management Overview/Description: Theres a number of important service management practices identified by ITIL. In this course, youll begin by exploring release management. Then youll discover service level management, availability management, and capacity and performance management. Finally, youll learn about service continuity management and deployment management. This course was originally created by Global Knowledge (GK). Course Number: it_acsmgk_06_enus
Interacting with Customers	Course	View details Course Syllabus \| Print Syllabus Interacting with Customers Overview/Description: Effectively communicating with customers increases customer satisfaction and projects service excellence.This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customers needs. Course Number: bs_acs02_a01_enus
Communicating Effectively with Customers	Course	View details Course Syllabus \| Print Syllabus Communicating Effectively with Customers Overview/Description: Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS).This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. Course Number: bs_acs02_a02_enus
Dealing with Customer Service Incidents and Complaints	Course	View details Course Syllabus \| Print Syllabus Dealing with Customer Service Incidents and Complaints Overview/Description: Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective manner to succeed.This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. Youll also learn how to provide accurate documentation for incident reporting. Course Number: bs_acs02_a04_enus
Rapport Building in Customer Service	Course	View details Course Syllabus \| Print Syllabus Rapport Building in Customer Service Overview/Description: Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns.In this course, youll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. Youll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties. Course Number: bs_acs03_a01_enus
Facing Confrontation in Customer Service	Course	View details Course Syllabus \| Print Syllabus Facing Confrontation in Customer Service Overview/Description: Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS).In this course, youll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. Youll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution. Course Number: bs_acs03_a05_enus
Customer Service: Adapting to Your Customers’ Cues	Course	View details Course Syllabus \| Print Syllabus Customer Service: Adapting to Your Customers’ Cues Overview/Description: The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customers cues. In this course, youll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. Youll also explore how to overcome common pitfalls customer service agents face in assessing their customer’s cues.This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a01_enus
Customer Service: Interpreting CustomersEService Priorities	Course	View details Course Syllabus \| Print Syllabus Customer Service: Interpreting CustomersEService Priorities Overview/Description: CSRs who can identify their customers priorities are able to make the best decisions on how to serve the customer. A customer’s priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer’s implicit needs and help you deliver a higher level of service.In this course, you’ll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You’ll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction.This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a02_enus
Customer Service: Discovering Customer Needs	Course	View details Course Syllabus \| Print Syllabus Customer Service: Discovering Customer Needs Overview/Description: Customer needs lie at the heart of every service interaction. In order to fully support the customer, we must be able to identify both their stated and unstated needs. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs.In this course, you’ll learn the service advantages of being able to identify your customers needs. You’ll learn best practices for discerning both stated and unstated needs in a service interaction and how to avoid problems and pitfalls in needs exploration. Youll also learn techniques to help you exceed your customers needs and youll explore scenarios that put these practices into action.This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a03_enus
Customer Service: Fostering a Service Mindset	Course	View details Course Syllabus \| Print Syllabus Customer Service: Fostering a Service Mindset Overview/Description: Success is both an outcome and a mindset. Professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Without understanding how mindset impacts service ability, you compromise your potential and that of the organization, which ultimately results in a poor customer service experience. Focusing on your service mindset and attitude will ensure your professional values will manifest in each service interaction. In this course, you’ll learn how moving to a different mindset can help you deliver outstanding customer service, and what key practices can help establish a good personal mindset for any service situation. You’ll also learn to recognize how professional values manifest during customer service interactions, how to develop an attitude of a customer service professional, and what strategies demonstrate a customer-centric service mindset.This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a04_enus
Customer Service: Engaging with Customers	Course	View details Course Syllabus \| Print Syllabus Customer Service: Engaging with Customers Overview/Description: Customer service is customer engagement. And as a customer service representative, you don’t often get to see happy, smiling customers, excited by their new service, new device, new outfit, or new opportunity. You get to see them when the new thing isn’t working. Or isn’t the right color. Or may not be billed correctly. And then you get to try to make them happy again. In this course, you’ll learn proven techniques customer service professionals can use to boost their self-confidence, better engage with their customers, and demonstrate flexibility and efficiency in the problem-solving process.This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a05_enus
Customer Service: Generating Effective Solutions	Course	View details Course Syllabus \| Print Syllabus Customer Service: Generating Effective Solutions Overview/Description: Customer service is all about finding the right solution for every client. CSRs who can quickly determine the underlying causes and issues associated with a customer’s problem are more likely to generate fast and effective solutions. In this course, you’ll examine proven techniques to find the root cause of a problem, align a right-fit solution, and deliver a final resolution. You’ll recognize how to arm yourself with the information you need before and during an interaction, and learn the solution steps in a process-based approach to customer service. You’ll also learn approaches for addressing common obstacles encountered during customer service interactions, indications when a call should be escalated to a higher tier of service, and explore strategies to take customer service solutions to the next level.This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a06_enus
Customer Service: Becoming a Chat Agent Star	Course	View details Course Syllabus \| Print Syllabus Customer Service: Becoming a Chat Agent Star Overview/Description: Companies and customers alike say chat service is the most important and fastest growing customer service channel. It provides the highest customer satisfaction. This makes it critical to build capacity and proficiency to deliver the highest levels of customer service through the chat channel. A great chat CSR is able to solve problems for customers using the communication skills every customer service agent learns and adapting them to the chat channel.In this course, you’ll explore the world of the customer service chat. You’ll explore the key characteristics of chat service and the skills needed to master it. You’ll also learn the best practices for chat communication and the pitfalls to avoid on the way to becoming a chat star.This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a07_enus
Customer Service: Strengthening Your Service Skills	Course	View details Course Syllabus \| Print Syllabus Customer Service: Strengthening Your Service Skills Overview/Description: Customer service continues to become a strategic imperative for most organizations today. Experienced CSRs have valuable experience with both hard and soft skills, making this role an ideal launchpad for a career in the business or private sector. This course enables you to determine the most effective means for self-improvement, teaching you the skills to find and practice growth and development opportunities in customer service, in your company and industry, and that give you a deeper sense of personal achievement and satisfaction.In this course, you’ll learn how to leverage your interests to boost your skillset. You’ll also learn to find and use learning resources that support professional growth, strategies that promote lifelong learning, and how to use that knowledge to build a career development plan. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world. Course Number: bs_acs06_a08_enus
Building Customer Relationships in a Virtual Environment	Course	View details Course Syllabus \| Print Syllabus Building Customer Relationships in a Virtual Environment Overview/Description: When you’re in a customer-facing role in a virtual or hybrid work environment and you can’t interact with your customers in person, how can you establish rapport, build a relationship, and get them to trust you? In this course, you’ll explore the skills and strategies to bridge the virtual divide and find meaningful ways to reach out to customers, strengthen existing customer ties, and build new ones. You’ll learn how vital it is to make these human connections, and what personal qualities will enable that to happen. You’ll discover how to meet your customers and really get to know them in a virtual environment, and how Eand when Eto use different communication channels most effectively to create real human connections. You’ll also learn how to reach out effectively to create valuable touch points that customers will appreciate. Course Number: bs_acs08_a01_enus
Providing a Great Customer Experience	Course	View details Course Syllabus \| Print Syllabus Providing a Great Customer Experience Overview/Description: In the digital age, customer service has changed, with customers demanding seamless experiences and genuine human connections. This presents challenges and opportunities for service professionals. Mastering modern customer service requires understanding the balance between technology and human interaction. In this course, youll learn how to meet changing customer expectations, manage information, build trust through interactions, and use AI while maintaining human connections. Youll gain practical strategies to deliver exceptional service experiences, fostering customer loyalty and recommendations. Course Number: bs_acs09_a01_enus
Customer Empathy and Rapport Building	Course	View details Course Syllabus \| Print Syllabus Customer Empathy and Rapport Building Overview/Description: The ability to understand and connect with customers emotionally is what separates exceptional service from merely adequate support. Customer emotions drive loyalty, shape brand perception, and influence long-term business success. While technical knowledge and problem-solving skills are important, its your capacity for emotional intelligence and genuine human connection that transforms routine interactions into meaningful relationships. In this course, youll learn how to recognize and respond to customer emotions, deliver compassionate yet efficient support, build authentic rapport, and detect early signs of dissatisfaction before they escalate into larger issues. Course Number: bs_acs09_a02_enus