Customer Service Essentials
Learn the fundamental skills needed to provide excellent customer support, from truly understanding customer needs to resolving issues efficiently across various communication channels.
Sessions
Active Listening & Empathy
After this session, you'll be able to explain how active listening and empathy build trust and solve problems faster.
5 min
De-escalation Strategies
After this session, you'll be able to identify signs of customer frustration and apply practical de-escalation strategies.
5 min
CRM for Customer Service
After this session, you'll be able to explain what a CRM system is and how it helps provide better customer service.
5 min
Phone & Chat Skills
After this session, you'll be able to apply professional communication best practices for phone and chat interactions.
300 min
Professional Email Crafting
After this session, you'll be able to compose clear, concise, and professional customer service emails.
5 min
FCR Strategies
After this session, you'll be able to explain the importance of first-call resolution and key strategies to achieve it.
5 min
What you'll achieve
Explain the principles of active listening and empathy in customer interactions.
Apply de-escalation techniques to calm frustrated customers.
Identify strategies for achieving first-call resolution.
Describe the core functions and benefits of Customer Relationship Management (CRM) systems.
Demonstrate professional communication skills for phone and chat support.
Compose clear, professional customer service emails.
Handle common customer service scenarios with confidence.