Get the skills you need to be able to provide excellent customer service—via email, phone, chat, social media post, or in person. Learn how to listen effectively and communicate professionally so you can become a customer service specialist.
Find out how to assess the needs of customers.
Learn ways to manage customer expectations.
Discover how to communicate effectively by phone, chat, posts, and email.
Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.
1h 23m • COURSE
Communication Foundations (2013) with John Ullmen
Effective communication is more than what you say. Learn to overcome anxiety, improve your listening ability, hone your message, and deliver it better.
2h 5m • COURSE
Effective Listening with Brenda Bailey-Hughes
Communications experts Tatiana Kolovou and Brenda Bailey-Hughes help you assess your listening skills and develop more-effective listening behaviors.
1h 8m • COURSE
Managing Customer Expectations for Frontline Employees with Jeff Toister
Learn how to manage customer expectations so customers leave satisfied and keep coming back.
22m 39s • COURSE
Customer Service: Creating Customer Value with Jill Griffin
Manage the relationship between your brand, your product/service, and your price, so that customers see why your offering is truly valuable and remain loyal.
33m 14s • COURSE
Phone-Based Customer Service with Jeff Toister
Customer service expert Jeff Toister helps you identify and address the unique challenges posed by serving customers over the phone.
52m 10s • COURSE
Writing Customer Service Emails with Leslie O'Flahavan
Want to write excellent customer service email? Learn the traits your emails must have, so that your written communications provide answers, build rapport, and prevent write-backs.
1h 6m • COURSE
Serving Customers Using Social Media with Jeff Toister
Learn how to create a winning customer service strategy for social media platforms such as Twitter, Facebook, Yelp, and TripAdvisor.
43m 19s • COURSE
Working with Upset Customers with Jeff Toister
Get proven techniques for neutralizing angry customer behavior as well as preventing it from occurring in the first place.
55m • COURSE
Building Resilience with Tatiana Kolovou
Kelley School of Business professor and professional communications coach Tatiana Kolovou explains how to bounce back from difficult situations, by building your "resiliency threshold," with these training techniques.
34m 25s • COURSE
You'll learn customer service skills with these experts
Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock hidden potential.
He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.
Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.
He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.
Jeff lives in California and serves clients throughout the United States.
Dr. John Ullmen is an executive coach and professor at the UCLA Anderson School of Management.
John Ullmen, PhD, is an internationally acclaimed executive coach who oversees MotivationRules.com and is on faculty at the UCLA Anderson School of Management, where his course on interpersonal communication was voted by students as one of the "top 10" experiences in their graduate program.
Dr. Ullmen is a frequent keynote speaker on how to influence for results without resorting to authority or relying on rewards and penalties. His most recent book, Real Influence: Persuade without Pushing and Gain without Giving In (Amacom, 2013), coauthored with Mark Goulston, is in print in many languages, and was chosen as one of the 30 Best Books in Business for 2013 by Soundview Executive Book Summaries.
Spanning a wide range of industries, his clients include industry leaders such as Apple, Bain & Co., Cisco, Deloitte, Disney, Genentech, Frito-Lay, Johnson & Johnson, Merrill Lynch, NASA, Nike, Oreck, Raytheon, St. Jude Children's Research Hospital, UBS, Verizon, Yamaha, and many others.
Dr. Ullmen also works with senior leadership teams, and one of the programs he created for a leading global firm was featured in a Harvard Business School case study on successful strategic and human capital change.
He received a BS from the U.S. Air Force Academy, a Master in Public Policy from Harvard University, and a PhD in organizational behavior from UCLA. He began his career as an officer in the U.S. Air Force, where he served in a global top-secret intelligence program and later at the U.S. Air Force Academy's Center for Character and Leadership Development.
Brenda Bailey-Hughes is a Kelley School of Business senior lecturer who coaches executives on communication.
As a faculty member of the nationally ranked Kelley School of Business at Indiana University, Brenda teaches undergraduate communication courses, Kelley Direct MBA consulting and global leadership courses, and works on the Executive MBA partnership program between Kelley School of Business and Sungkyunkwan University in Seoul, South Korea. Professor Bailey-Hughes is an advocate of teaching global perspectives in the business environment and is a licensed mentor for students and business professionals seeking to improve their international competencies.
Brenda is a sought-after speaker who regularly presents at conferences and workshops on a variety of topics, including change management, presentation skills, intercultural communication, influential communication, and customer service. As co-owner of Team Performance, a consulting and training company, Brenda specializes in communication training and has coached many executives from Fortune 500 companies.
Brenda has a Master of Arts degree in Organizational Communication and Professional Development.
Jill Griffin is a customer loyalty expert, speaker, and consultant.
Jill is the author of the business best-seller Customer Loyalty: How to Earn It, How to Keep It, which has appeared in Harvard Business School's Working Knowledge list and has been translated into six languages; Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal, which earned Soundview Executive Book Summaries' 30 Best Business Books award; and Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World, which addresses how to build and sustain customer loyalty in the age of near-perfect buyer information. Since 2003, Jill has served on the board of directors of Luby's/Fuddruckers, Inc. (NYSE: LUB), and helped oversee the restaurant chain's critical turnaround. Jill speaks and consults with Fortune 500 companies such as Dell, Microsoft, Ford Motor Company, Subaru, Marriott Hotels, Hewlett-Packard, IBM, AMD, Wells Fargo, Western Union, Sprint, and Toyota. She is the recipient of the 2003 Distinguished Alumna Award (received alongside Larry Kellner, then chairman and CEO of Continental Airlines), from the University of South Carolina Moore School of Business, where she earned MBA and bachelor of science degrees, magna cum laude. In 2009, Jill was appointed to the USC Moore School Board of Trustees.
Leslie specializes in helping organizations improve the quality of customer service responses. She helps employees improve the quality of the email, chat, and social media messages they send to customers. Leslie develops and teaches hands-on, practical, high-energy writing courses that help people do their jobs: write useful, readable web content; publish e-newsletters; repurpose content for multichannel publishing; and write plain language documents readers can use.
Tatiana Kolovou is faculty member at the top-ranked Kelley School of Business at Indiana University.
She came to the United States as an "academic immigrant" from Athens, Greece. Now she teaches business communication and cross-cultural effectiveness. Tatiana consults with executives and teams at large companies to develop effective communication skills for the global enterprise.