Page 5 - Admin Course Catalog_LS

Customer Service vocal tone, and managing emotions can influence your
communications and build trust with your audience.

CS-03 Polishing Your Skills for Excellent
Customer Service

*Recommended
Duration: 24 minutes
Jr. Category: Sales
As a customer service representative (CSR), creating a
support culture that focuses on your customers' needs
is key. In this course, you'll learn how to project an
excellent service attitude that will enhance your
Customer service basics and techniques.
interaction with your customers. You'll also explore
Learn ways to connect and keep your how to establish effective customer relationships and
residents and customers engaged. involve customers in problem solving. In addition,
you'll discover methods to communicate effectively in
a cross-cultural customer support center or help desk.
CS-01 Be a Better Listener
CS-04 Dealing with Customer Service
Incidents and Complaints
*Recommended
Duration: 28 minutes
Jr. Category: Sales *Recommended
How well do you listen? Listening is rarely a hot topic Duration: 30 minutes
in workplace training, yet the most successful people Jr. Category: Sales
are almost always trained, excellent listeners. They Failing to realize the importance of customer service
have mastered a number of discrete skills and are and effective complaints handling leads to increasingly
capable of deploying this skillset creatively and dissatisfied customers. Organizations need to be able
adaptively to unique situations to ensure workplace to address the needs of customers in an effective and
excellence. In this course, you'll review the core of
efficient manner. This course is intended to show the
that skillset. You'll come to understand why you proper procedures and processes needed to provide
should focus on improving your ability to listen and effective customer service: how to properly support a
debunk misperceptions surrounding the skill. And customer, how to provide accurate documentation for
finally, you'll begin to explore the skills to hone your incident reporting, and how to handle difficult
listening, including how to give yourself a pop-quiz at customers.
the end of a conversation.
CS-05 Polishing Your Feedback Skills
CS-02 Trust Building Through Effective
Communication
Duration: 34 minutes
Jr. Category: Internal Facing Soft Skills
*Recommended Giving feedback is vital in the workplace. This course
Duration: 25 minutes covers when and how to give feedback positively, how
Jr. Category: Sales to handle bad reactions and your own nervousness,
Communication is most effective when you build and and how to give feedback to people at different
maintain the trust of the people you communicate organizational levels.
with. In this course, you'll explore how a clear intention
is the basis of an effective communication, and how
understanding your audience ensures that the message
gets delivered. You'll also learn how body language,

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