10 Training courses on customer service skills
Looking to improve your customer’s experience? We’ve got you covered. Here’s a list of training courses on customer service skills to upgrade your team’s communication skills, problem-solving skills, and conflict-resolution skills.
Training courses on customer service skills # 1
Effective Communication in Customer Service
Effective Communication in Customer Service by SC Training (formerly EdApp) is divided into three parts, each focusing on essential elements of active listening. It covers crucial aspects such as asking appropriate questions and attentively observing your customers' verbal and non-verbal cues.
The course incorporates interactive scenarios designed to refine your learners' listening skills. It ends the customer service training by addressing typical obstacles to active listening and giving strategies for overcoming them.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Overview of active listening, steps of active listening, barriers to active listening, how to overcome active listening barriers
Training courses on customer service skills # 2
Non-voice Customer Service (Call Center)
SC Training (formerly EdApp)'s "Non-voice Customer Service" course begins by defining non-voice customer service and highlights distinctions from voice-based customer service. It also gives an overview of various non-voice customer service formats, complete with illustrative examples.
Moving to the second lesson, the course delves into the role of the customer service agent in a non-voice context. It elaborates on the responsibilities of non-voice agents and offers insights into effective best practices they can employ.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Understanding non-voice customer service, contrasting non-voice and voice customer service, non-voice Agent responsibilities
Training courses on customer service skills # 3
Call Center Customer Service
Call Center Customer Service focuses on preparing learners for calls. It introduces best practices, such as script familiarization and practical exercises. Following this, it offers guidance on how to engage effectively while maintaining a professional demeanor.
To equip learners with a comprehensive understanding of the call process, the training on customer service skills covers the various stages of a call and highlights proper hold and transfer procedures. Finally, recognizing the inevitability of encountering challenging customers, the course concludes with a lesson on how to adeptly handle difficult customer interactions.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Call preparation, understanding the call structure, managing holds & transfers, dealing with challenging customers
Training courses on customer service skills # 4
Customer Service: Handling Complaints
SC Training (formerly EdApp)'s "Customer Service: Handling Complaints" empowers your team to effectively address customer grievances, respond to critical feedback constructively, and turn these situations into exceptional customer service experiences.
The course emphasizes the benefits of attentive consideration of consumer needs and feedback, highlighting how a swift and efficient response can enhance customer relations.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Resolving complaints, handling negative reviews positively, benefits of customer feedback, addressing online complaints, LAST strategy
Training courses on customer service skills # 5
Excellent Customer Service Through Communication
One of the customer service courses you should definitely consider is Excellent Customer Service Through Communication. This explores the importance of effective communication and confidence as the cornerstones of outstanding customer service.
The course presents practical lessons on clear enunciation, active listening, and confident speaking, using case studies and exercises to improve learners' client interactions. It also offers real-world client feedback examples and strategies for effectively addressing them.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Importance of communication skills, enunciation, active listening, and confident speaking techniques, customers' feedback
Training courses on customer service skills # 6
Creating a Positive Customer Experience
Structured into four microlessons, this training on customer service skills encompasses various aspects, starting from the influence of customer service on shaping the overall brand experience to mastering effective client communication. As your team progresses through the lessons, they'll acquire the skills to engage, impress, and interact with customers in a way that fosters happiness and satisfaction.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Customer service’s role in customer experience, how to interact, impress, and engage with customers, effective customer interactions.
Training courses on customer service skills # 7
Problem Solver
This training course on customer service skills equips your support team with problem-solving techniques grounded in a structured, logical, and data-driven approach. The program begins by emphasizing the significance of creative problem-solving. It then explores a variety of principles and approaches for creative problem-solving, making sure your learners are well-prepared to tackle any obstacles they may encounter during interactions. Additionally, the course addresses the importance of identifying the root causes of problems to avoid offering mere temporary solutions.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Core principles of problem-solving, ideation and creation, types of decisions, brainstorming techniques
Training courses on customer service skills # 8
Improving Your First Call Resolution (FCR)
SC Training (formerly EdApp)'s "Improving Your First Call Resolution" course is designed to help users in achieving this goal. This free online course on conflict resolution gives an in-depth examination of first-call resolution (FCR) and its significance.
Upon completion, your team will gain insights into evaluating whether a problem was effectively resolved and how the customer's experience was managed during the conversation. Additionally, the course shares valuable guidance on enhancing and improving calls to efficiently resolve client conflicts in the very first interaction.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: What is FCR, how to calculate FCR, how to improve FCR.
Training courses on customer service skills # 9
Empathizing with Customers (Call Center)
SC Training (formerly EdApp)’s training course on customer service skills explores the art of establishing deeper connections with customers through empathy. This comprehensive call center training guide tackles the concept of empathy and distinguishes it from other attributes.
It then outlines various dimensions/types of empathy, and emphasizes its significance. Finally, it offers practical skills for effectively demonstrating empathy through essential steps and impactful empathy statements.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Overview of empathy, the value of empathy, how to practice empathy
Training courses on customer service skills # 10
Handling Irate Customers (Call Center)
In SC Training (formerly EdApp)'s "Handling Irate Customers" course, your learners will learn about the various challenging customer types and strategies for dealing with difficult personalities. The second lesson focuses on call resolutions, exploring effective practices for achieving resolutions regardless of the situation.
It also covers stress-reduction techniques to prevent burnout. The final lesson involves simulated conversations with different customer service scenarios, allowing learners to apply their knowledge in practical mock interactions.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Tough customers and tough situations, call and conflict resolutions, sample mock dialogue
Training courses on customer service skills are designed to help teams and organizations improve their ability to interact with and serve customers effectively. These courses are valuable for a wide range of professionals, from frontline customer service representatives to managers and business owners who want to create a customer-centric culture.
Why is customer service training important?
Customer service training is important for several compelling reasons:
- Enhanced customer satisfaction: Customer service courses equip employees with the skills and knowledge needed to deliver prompt and effective support to customers. When customers receive exceptional service, they are more likely to be satisfied and remain loyal to the business.
- Improved problem resolution: Training empowers employees to handle customer complaints and issues effectively. They can identify and resolve problems efficiently, minimizing customer frustration and potential escalations.
- Consistency: Standardized training guarantees that all customer service representatives deliver a consistent level of service. This consistency helps build a reliable and trustworthy brand image.
- Increased customer loyalty: Customers who have positive interactions with well-trained staff are more likely to become repeat customers and advocates for your business. They are more likely to refer others to your organization and continue doing business with you.
- Reduced employee turnover: When employees feel confident and competent in their roles due to training, they are more likely to stay with the company. Reduced turnover can lead to cost savings in recruitment and onboarding.
- Higher sales and revenue: Satisfied customers are more likely to make repeat purchases and spend more on your products or services. Exceptional customer service can lead to increased sales and revenue.
- Competitive advantage: In a competitive marketplace, excellent customer service can set your business apart from competitors. It becomes a unique selling point and a reason for customers to choose your company over others.
- Brand reputation: Positive customer service experiences contribute to a positive brand reputation. Conversely, poor customer service can lead to negative reviews and damage your brand's image.
- Customer feedback: Well-trained customer service representatives can gather valuable feedback from customers, helping the company make improvements and adapt to changing customer needs.
- Crisis management: In times of crises or emergencies, employees with customer service training are better equipped to handle difficult situations and maintain customer confidence.
What are the 5 most important skills in customer service?
The five most important skills in customer service are:
- Communication skills: Effective communication is at the heart of customer service. Customer service representatives must be able to listen actively to customers, express themselves clearly, and convey empathy and understanding. Good communication guarantees customers feel heard and valued.
- Empathy: Empathy involves understanding and sharing the feelings and perspectives of customers. It allows customer service representatives to connect on a human level, acknowledge customer emotions, and offer personalized support. Empathetic interactions can greatly enhance customer satisfaction.
- Problem-solving skills: Customer service often involves addressing customer issues and complaints. Strong problem-solving skills allow representatives to analyze problems, identify solutions, and take appropriate action to resolve issues promptly and effectively. Customers appreciate quick and efficient solutions to their problems.
- Patience: Patience is essential when dealing with customers, especially those who are upset or frustrated. Customer service representatives need to remain calm and patient, even in challenging situations, to deliver the best possible help without becoming defensive or agitated.
- Product/service knowledge: A thorough understanding of the products or services being offered is crucial for sharing accurate information and solutions. Customer service representatives should be well-versed in the company's offerings to answer questions, offer guidance, and make relevant recommendations to customers.
While these are the core skills, other attributes like adaptability, time management, and a positive attitude also contribute to excellent customer service. Customer service representatives who excel in these skills create positive interactions, foster customer loyalty, and contribute to the overall success of the business.
Create better customer relationships with training courses on customer service skills
Effective customer service plays a transformative role in cultivating brand loyalty and driving profitability. It encompasses delivering top-notch service to customers, guaranteeing a seamless experience with your product or service—both before and after purchase. Because of this, they consistently feel valued and well-supported.
Additionally, it involves addressing customer complaints adeptly, a crucial aspect of retaining existing customers. This facet of business allows customers to connect with the brand on a human level. That’s why it’s important to consistently deliver positive customer experiences.
Nevertheless, according to the Netomi Pulse Report: State of Customer Service in 2020, a staggering 78 percent of U.S. consumers ceased their business relationships due to unsatisfactory customer service.
This report underscores the vital significance of customer service training. It serves as a means to educate and empower your employees, reinforcing essential techniques and fostering the skills required to secure an exceptional customer experience.