- Welcome
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Getting started 2 min
- Main content
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Customer service essentials 20 min
- Wrap up
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Course summary 4 min
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Share your feedback 5 min
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Congratulations 1 min
Customer service essentials
Build empathy, de-escalation, and complex problem-solving skills for an AI-first support world, and leave with a customized development plan.
Support is changing fast, and agents need skills that work in an AI-first world. In this course, you’ll assess your current approach, strengthen empathy and de-escalation skills, and practice strategies for solving complex issues. You’ll also create a customized development plan to guide your next steps and keep improving on the job.
Learning objectives
By the end of this course, you will be able to:
- Identify personal growth areas using a self evaluation tool to create a customized development plan for improving customer service skills.
- Navigate the path to resolution by using empathetic communication to read a customer’s tone and de-escalate high-emotion situations.
- Solve complex problems by applying deep product expertise to handle the nuanced issues that AI cannot solve alone.
- Build personal resilience by using techniques to bounce back after difficult interactions and maintain a high level of service.
- Evaluate AI-generated responses for context gaps and nuance to ensure every interaction meets the customer's unique needs.
Audience
This course is intended for agents.
Prerequisites
No prior knowledge or skills are necessary.