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.
Build key listening skills so your customers feel heard.
Develop your customer service problem-solving skills.
Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.
1h 23m • COURSE
Customer Service: Problem Solving and Troubleshooting with Noah Fleming
Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.
32m 25s • COURSE
Building Rapport with Customers with Myra Golden
Forge a human connection with your customers. Learn how to establish rapport within the first few seconds of a customer service interaction.
27m 4s • COURSE
Customer Service: Call Control Strategies with Myra Golden
Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.
23m 18s • COURSE
Customer Service: Handling Abusive Customers with David Brownlee
Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.
39m 50s • COURSE
Creating Positive Conversations with Challenging Customers with Myra Golden
Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.
33m 20s • COURSE
De-Escalating Intense Situations with Myra Golden
Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.
49m 33s • COURSE
Customer Service: Serving Customers Through Chat and Text with Leslie O'Flahavan
Provide top-notch customer service in the channels people love to use. Develop your chat and text writing skills to handle live, rapid-fire conversations.
38m 30s • 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.
Noah Fleming is an author, speaker, and the president of Fleming Consulting & Co.
Noah—who has worked with companies with $2 million to $5 billion in annual revenue—is focused on showing clients how to find the most relevant leverage points to create lasting positive change in companies of any size. He's provided coaching and consulting to thousands of business owners, executives, and individuals looking to dramatically grow their businesses, showing them how to leverage the hidden assets they already have in place. In addition, Noah is the author of the #1 Amazon bestselling books in the categories of sales, marketing, and customer service, Evergreen: Cultivate the Enduring Customer Loyalty That Keeps Your Business Thriving and The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions.
Myra Golden is an author, trainer, and keynote speaker.
For over 20 years, Myra has been helping companies improve the customer experience through her customer service training workshops. She has a master's degree in human relations and a bachelor's degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.
Myra has helped McDonald's, Coca-Cola, Michelin, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the top 10 customer service bloggers by Huffington Post, and she is the co-author of Beyond WOW: Defining A New Level of Customer Service.
David Brownlee is the founder and CEO of Pure Customer Service.
In addition to being the author of Rock Star Customer Service, David is one of the most watched customer service trainers in history. He has trained over half a million businesses and individuals from around the world in customer service through his online training, live events, and coaching programs.
He has conducted over 2,500 one-on-one coaching sessions and has created a training system to take you from where you are now in your customer service efforts to where you want to be.
For the last 20 years, David has been an entrepreneur obsessed with providing his clients with world-class customer service in various industries. He has spent thousands of hours researching best practices and documenting what works in the companies that are delivering amazing customer experiences.
His past clients include Paramount Pictures, McDonald's, Nike, and others.
When David is not on the road speaking to companies, he is enjoying his time with his wife Luna and his two young children in San Diego, CA.
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.