Discover the skills required to become a customer support specialist and deliver outstanding customer service, including building rapport and communicating effectively with customers, providing the right assistance at the right times, de-escalating intense situations, and creating customer value.
This learning path was developed to support candidates applying for the customer support consultant roles that are part of the Shine program at LinkedIn. To learn more about Shine, please visit careers.linkedin.com/shine.
Discover the fundamentals of outstanding customer service.
Learn how to communicate effectively with customers.
Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.
1h 23m • 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
Phone-Based Customer Service with Jeff Toister
Learn how to identify and address the unique challenges posed by serving customers over the phone.
48m 24s • COURSE
Customer Service: Managing Customer Expectations with Jeff Toister
Learn how to manage customer expectations so customers leave satisfied and keep coming back.
21m 9s • 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
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: 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
Innovative Customer Service Techniques with Jeff Toister
Improve service quality by learning how to better understand customer needs, influence customer perceptions, and build teamwork.
43m 21s • COURSE
You'll learn customer support 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.
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.
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.
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.