Course catalog

Customer Experience: Service Blueprinting

Deliver an exceptional customer experience. Learn how to use customer service blueprinting to map and support the customer journey.

Customer Insights and Consumer Analytics for Organizations: Concepts

Turn your customers into lifelong fans. Learn how to operationalize customer insights and consumer analytics to better understand and address your target audience's needs.

Customer Insights and Consumer Analytics for Organizations: Tools and Analysis

Looking to switch to a more customer-focused way of thinking? Explore the key tools and technologies—including Python and Power BI—that can get you there.

Customer Retention

Discover how to develop a customer retention strategy that helps you keep your customers loyal. Learn about a practical process that you can implement in your own business.

Customer Service and Support During Economic Downturns

Learn how to provide an outstanding customer service experience that helps you retain and attract customers during tough economic times.

Customer Service at Your First Retail Job

Set yourself up for success in your new retail job. Learn techniques that can help you consistently deliver top-notch customer service—regardless of what's going on around you.

Customer Service Foundations

Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.

Customer Service Skills

در دنیای امروز که اقتصاد بیش از هر زمان دیگری بر خدمات متکی است، فرصت‌های شغلی متنوع و پردرآمدی وجود دارد که نیازی به مدرک دانشگاهی سنتی ندارند. یکی از مهم‌ترین مجموعه مهارت‌هایی که در صنایع مختلفی همچون خرده‌فروشی، بهداشت و درمان، خدمات مالی، آموزش و فناوری تقاضای بالایی دارد، خدمات مشتری (Customer Service) است؛ نقطه‌ی شروعی قدرتمند برای ساختن یک مسیر شغلی پایدار و موفق.

دوره‌ی Customer Service Fundamentals به شما کمک می‌کند تا دانش و مهارت‌های کلیدی برای تبدیل شدن به یک متخصص خدمات مشتری حرفه‌ای را به دست آورید، از جمله:

مهارت‌های ارتباطی: توانایی برقراری گفتگوهای شفاف، مختصر و همراه با گوش‌دادن فعال
رفتار همدلانه: نشان‌دادن صبر، کنجکاوی، و تمایل واقعی برای کمک به مشتری
حل مسئله: بررسی و تحلیل مشکلات و یافتن بهترین راه‌حل‌ها
رعایت فرآیندها: پایبندی به جریان‌های کاری درست و تحقق توافق‌نامه‌های سطح خدمت (SLA)

این دوره شامل ۴ ماژول است که هر یک با تمرین‌های تعاملی و شبیه‌سازی موقعیت‌های واقعی طراحی شده‌اند تا مهارت‌های شما در عمل تقویت شوند. همچنین با ارزیابی‌های مرحله‌ای می‌توانید پیشرفت خود را بسنجید و اعتمادبه‌نفس بیشتری به دست آورید.

چه تازه وارد بازار کار شده باشید و چه قصد تغییر مسیر شغلی داشته باشید، این دوره شما را برای موفقیت در محیط‌های کاری سریع، پویا و انسان‌محور آماده می‌سازد.

Customer Service in the Field

Improve your customer service where it matters most: face to face. This course teaches customer service reps how to provide fantastic service in the field.

Customer Service Leadership

Develop your customer service management skills. Learn how to align your team's efforts with company goals, develop a service strategy, engage employees, and lead with intention.

Customer Service Mastery: Delight Every Customer

Want to consistently wow your customers? In this course, get tips for generating ideas for unique experiences that delight your clientele.

Customer Service Strategy

Learn how to develop and execute a strategy to deliver great customer service, boost customer loyalty, and drive innovation and change.

Customer Service Using AI and Machine Learning

Help your service organization take advantage of emerging tech. Explore the new customer service solutions powered by artificial intelligence and machine learning.

Customer Service: Call Control Strategies

Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.

Customer Service: Creating Customer Value

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.

Customer Service: Creating Customer Value (214316)

If you are a customer service manager or a sales manager, you know how important it is to identify a customer’s value to your company. But how do you assign the value? How do you determine what is most valuable to your company? In this course, instructor Noah Fleming walks you through ways to define, create, and evaluate customer value. Noah explains both the way the business defines customer value and the way the customer defines value. He goes over a number of simple ways to create customer value and ways to measure customer value. Then Noah dives into the value narrative, covering steps like understanding value over price, reviewing your company messaging, and reshaping your value narrative. He finishes up with some advanced tips, such as proactively extracting customer value, considering current value vs. future value, and sorting from low value to high value.

Customer Service: Creating Customer Value (2015) (226114)

Is your product or service worth the price? Even if you think so, an army of competitors is deluging your loyal customers with messages to the contrary. Customer loyalty expert Jill Griffin explains how customers form perceptions of your brand, why they switch brands, and how you can manage the relationship between your brand, your product/service, and your price—so they see why your offering is valuable and remain loyal. She offers seven proven methods to maximize value and differentiate your product/service, drawing on real-world examples from companies such as Zappos, 3M, and Amazon. Plus, get a 10-day action plan that will help your company or team find fresh ways to bring value to customers.

Customer Service: Handling Abusive Customers

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