Dawid F. Prestini

Customer Service Serving Customers Through Chat and Text Leslie O'Flahavan Leslie O'Flahavan Online Writing Expert Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You’ll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O’Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin—all while maintaining your company’s brand. Learn all the writing skills you’ll need to provide top-notch live chat and text customer service. Learning objectives Asking questions that solve problems Switching channels with ease Handling delays ...

 Become a Customer Service Specialist Learning Path Discover how to provide great customer service and make your customers feel heard. Develop and sustain great relationships, even when customers get abusive or unruly. Learn skills to listen to customer needs, build rapport with those you're helping, and turn challenging customers into true allies. COURSES: Customer Service Foundations By: Jeff Toister Customer Service: Problem Solving and Troubleshooting By: Noah Fleming Building Rapport with Customers By: Myra Golden Customer Service: Call Control Strategies By: Myra Golden Customer Service: Handling Abusive Customers By: David Brownlee Creating Positive Conversations with Challenging Customers By: Myra Golden De-Escalating Intense Situations By: Myra Golden Customer Service: Serving Customers Through Chat and Text By: Leslie O'Flahavan

De-Escalating Intense Situations Myra Golden Author, Trainer, Keynote Speaker Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more. Learning objectives Recognize examples of pushing when dealing with a customer. Summarize the goal of reframing conversations. Identify the benefits of using partnering language. Determi...

Creating Positive Conversation with Challenging Customers Myra Bryant GoldenAuthor, Trainer, Keynote Speaker What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues.

Customer Service: Call Control Strategies Myra Bryant GoldenAuthor, Trainer, Keynote Speaker Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You’ll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.

Customer Service: Handling Abusive Customers David Brownlee Founder and CEO of Pure Customer Service What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee—the author of  Rock Star Customer Service —as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you'll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism.

Building Report with Costumes Myra Golden Author, Trainer, Keynote Speaker Want to set yourself up for success each time you interact with a customer? Take steps to establish a genuine, human connection with the person you're speaking with. In this course, instructor Myra Golden helps customer service reps accomplish this by stepping through how to establish rapport within the first few seconds of a customer service interaction. Myra shares simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions. Plus, discover techniques that can help you build rapport in specific situations, including chat interactions, emails, and circumstances in which you need to deliver bad news. Learning objectives Identify how to build a rapport with customers through acknowledging concern. Explore the rapport building tec...

Customer Service: Problem Solving and Troubleshooting Noah Fleming Noah Fleming Author, Speaker, President of Fleming Consulting & Co. Customer service care costs organizations billions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity). Plus, learn how to identify and resolve larger systemic issues within your company. Learning objectives Identify the first step to take with an invalid complaint. Recognize the importance of always listening to the customer. Explain how to deal with a customer who is rude and making you uncomfortable.

Customer Service Foundation Project Management Institute (PMI)®  Jeff Toister Author, Consultant, Trainer Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve. Learning objectives Explore how you can use customer surveys to build rapport. Name three ways you can use active listening to serve your customers more effectively. Identify the different types of needs that must be addressed in order to solve problems. Explain the benefits of taking ownership of a problem. Define “preemptive acknowledgment”...