Discover how to get the most out of this course with proven techniques from a customer service training expert. Create a personal learning plan.
- A lot of people who take this course will press Play, sit back and watch from start to finish. That's okay, but I want to share some secrets to help you get the most out of your time. First, it's good to know if this course is right for you. This is a foundational course that focuses on fundamental customer service skills, so it's ideal if you are just starting out in customer service and want to know the basics. Or, you are an experienced customer service professional who would like a refresher.
The course is also a good resource if you are a customer service leader and you want a training program to share with your team. Now, there are many other customer service courses in the library that focus on specific skills or situations. I've listed a few of my favorites in the downloadable Additional Resources file. The second thing I want to share is a tip for watching the videos. The course is divided into short movies with each movie tackling a specific topic. I'll typically suggest a hands-on application activity at the end of each movie.
My suggestion is to watch just one movie at a time and then do the activity before continuing. This will reinforce your understanding of each topic and help you develop your skills much faster. I personally find it more enjoyable to take a course this way, rather than watching it all the way through. You can even skip around to the topics that are most relevant to you. Finally, I've created some downloadable worksheets to help you with many of the activities. One of them is a Learning Plan Worksheet.
This worksheet will help you identify your goals for the course. Later on, you can use it to create an action plan to apply what you learned. I recommend downloading the Learning Plan Worksheet now, and completing it before moving on to the next movie.
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- 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” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.