Customer Service Skills for Techies
(CUST-SERV.AA1) / ISBN : 978-1-64459-583-1
About This Course
Skills You’ll Get
Get the support you need. Enroll in our Instructor-Led Course.
Interactive Lessons
13+ Interactive Lessons | 180+ Exercises | 98+ Quizzes | 60+ Flashcards | 60+ Glossary of terms
Gamified TestPrep
Video Lessons
23+ Videos | 10:28+ Hours
Introduction
- Why You Should Read This Book?
- What You Will Learn From This Book?
What is Customer Service?
- Understanding Customer Service Fundamentals
- Achieving High Customer Satisfaction
- Strategies for Preventing Dissatisfaction
- Challenge Activity
- Summary
The Problem-Solving Process
- What are Incidents and Problems?
- Solving and Preventing Incidents and Problems
- Kepner-Tregoe Method
- Challenge Activity
- Summary
Communication Principles and Skills
- What is Communication and its Types?
- Key Principles of Effective Communication
- Interpersonal Communication Skills
- Nonverbal Communication Skills
- Electronic Communication Etiquette
- Challenge Activity
- Summary
Understanding Listening Skills and Customer Needs
- Listening to the Customer
- Active Listening Techniques for Better Communication
- Identifying Customer Needs and Expectations
- Challenge Activity
- Summary
Customer Service and Behavior
- Understanding Customer Behaviour and Behavioral Styles
- Communication Strategies Across Behavioral Styles
- Building Stronger Relationships
- How Do Behaviors Influence Customer Loyalty?
- Challenge Activity
- Summary
Get Customer Feedback
- Why Feedback is Vitally Important?
- Providing Feedback Efficiently
- Act on Complaints in Productive Ways
- Proactive Ways to Get Feedback
- Challenge Activity
- Summary
Empathy and Emotional Intelligence
- The Foundations of Emotional Intelligence
- Cultivating Mature Emotional Intelligence and Conversational Control
- Fostering Empathy as a Core Component of Emotional Intelligence
- Mastering Emotional Regulation Techniques
- Challenge Activity
- Summary
Conflict Resolution and How to Disagree
- Understanding Conflict and its Types
- Strategies for Effective Conflict Resolution
- Techniques for Handling Disagreements with Customers
- Challenge Activity
- Summary
Stress Management in Customer Service
- Understanding and Defining Stress
- Effective Strategies for Managing Stress
- Stress Management Techniques for Service Desk Analysts
- Developing Your Personalized Stress Management Plan
- Challenge Activity
- Summary
Workload Management in Customer Service
- Understanding Workload Management
- Prioritizing Customer Requests
- Managing Workload and Deadlines
- Improving Efficiency in Customer Service Tasks
- Challenge Activity
- Summary
Service Desk Basics
- Overview of Service Desk Roles and Responsibilities
- Service Desk Basics - Computing
- Service Desk Basics - Data
- Service Desk Basics - Computers
- Service Desk Basics - Networks
- Challenge Activity
- Summary
Customer Service via Technology
- The Role of Technology in Customer Service
- The Customer Call Center or Help Desk
- Tapping into Web-Based and Mobile Technologies
- The Telephone in Customer Service
- Challenge Activity
- Summary