Working with clients can be tricky. You have to navigate around communicating with customers effectively to address their needs and concerns.
Whether you’re in the retail sector or in a customer-facing role, working with clients can pose challenges that affect your work performance. According to Hootsuite, customer-facing roles are undergoing significant changes post-pandemic, with consumers shifting towards social media and digital platforms to communicate with brands. At the same time, customer service is becoming more automated in 2023 as companies lean into new technologies like AI. Stay updated with the trends in customer service. Here are 10 of our best courses when working with clients:
1. Engage the Customer Course
Customer engagement has a growing role in business strategy as organisations see the value in providing customers with the support they need. Companies are increasingly training for customer service skills that drive growth. In this free course, you’ll learn the customer service fundamentals that will help you deliver quality support to your clients. From creating positive first impressions to conducting follow-through communications with your clients, learn how you can provide exceptional customer service every step of the way.
Creating Positive First Impressions
Why is Effective Communication Important in Retail?
Verbal Communication Techniques
Non-verbal Communication Techniques
Inclusive and Adaptive Communication in Retail
Best for: Customer Service Representatives, Sales Associates, Account Managers, Customer Relationship Management Teams, Retail Salespeople, Customer Support Specialists Cost: Free
The customer service industry is headed online and with the rise of automated messaging systems, companies are investing in customer service training to respond to online concerns. The digital age has made it easier than ever for customers to contact businesses but they don’t always get replies back. Responding to customer concerns will help your brand improve its customer interactions and increase customer loyalty. This free course is part of our series of customer service courses, where you can learn the basics of providing quality support to your clients. When working with customers online, it is important to handle dissatisfaction and complaints properly and our course will equip you with the skills and knowledge you need to address issues online.
Understanding Customer Difficulties
Handling Dissatisfaction and Complaints
Complex Issue Management
Professionalism and Reporting
Best for: Customer Success Manager, Social Media Managers, Online Support Specialists, Digital Marketing Managers, E-commerce Customer Support Teams, Customer Experience Teams Cost: Free
According to Forrester, customer satisfaction has been steadily decreasing in the last 17 years. Companies are starting to train for specific customer service skills as they realise that service is a significant factor in the overall growth of an organisation. Customer experience management, or CEM, aims for customer service excellence in all aspects of the business. In this customer service course, you’ll gain an in-depth understanding of the customer journey of your organisation. You’ll be able to leverage the data derived from customer feedback to rectify any operational issues in the company and improve the quality of service you provide.
Understanding Customer Journey Mapping
Collecting and Analysing Customer Feedback
Leveraging Data Analytics in CEM
Designing and Delivering a Seamless Customer Experience
Building a Customer-Centric Culture
Managing Customer Complaints and Service Recovery
Implementing Customer Experience Management in Your Organisation
Best for: Customer Service Representatives, Account Managers, Client Relationship Managers, Retail Salespeople, E-commerce Customer Support Teams, Customer Experience Specialists Cost: Free
Client-facing roles, particularly in retail, would experience a disruptive customer in-store from time to time. It is important to know how to handle this situation without adding stress to the customer or to your team. Disruptive customers can halt store operations and affect the performance of your organisation, so it is essential to find a reasonable solution for upset customers. In this free course, you’ll learn the customer service skills you need to provide excellent customer service – even to disruptive customers. Learn to manage customer behaviour in-store using effective communication techniques and manage customer relations during such situations.
Monitoring Customer Behaviour
Effective Questioning and Active Listening
Demonstrating Willingness to Assist
Referring to Organisational Policies and Procedures
Best for: Customer Service Representatives, Sales Associates, Account Managers, Client Relationship Managers (CRM), Retail Sales Teams, Customer Support Specialists Cost: Free
Customer service roles may sometimes deal with the personal information of their clients. This is especially evident in the online customer service field. Part of providing excellent customer service to your patrons is to protect their sensitive data and there are organisational roles that are responsible for handling such information according to the General Data Protection Regulation (GDPR). This course will provide you with professional skills to understand the data protection rules and regulations according to the GDPR. This not only applies to your company’s information but also the information of your clients. You’ll learn the principles and rights of data subjects as well as the consequences of non-compliance with the GDPR.
Roles and Responsibilities
Principles and Rights of Data Subjects
Consequences of Non-compliance
Best for: Data Protection Officers, Compliance Managers, Sales Associates, Account Managers, Client Relationship Managers, Customer Support Representatives Cost: Free
Assisting customers is the basic job scope for customer service roles. As a representative of the organisation, you build relationships with your customers to create a positive experience for them. You are expected to assist clients with any concerns they may have, help in resolving complaints or handle difficult customers on a daily basis. This free training program is one of our popular customer service courses as it is a basic course that covers a broad scope of customer service skills. Learn strategies for problem-solving, active listening techniques and communication skills to improve your service and grow your career.
Recognising the Signals and Being Proactive
Active Listening Technique
Routine Customer Problems
Answering Enquiries with Accuracy
Ensuring Clear and Courteous Communication
Best for: Customer Service Representatives, Sales Associates, Account Managers, Client Relationship Managers, Retail Teams, Customer Support Representatives, Store Sales Teams, Sales Representatives Cost: Free
7. Identify Industry-Specific Requirements And Preferences Course
Understanding your clientele will help you provide exceptional customer service. There are various ways you can reach out and engage with your customers, one of which is through online platforms. Social media and e-commerce platforms enable organisations to communicate with customers and you can use these platforms to improve user experience. This course will help you in customer service training as you identify the needs and concerns of your customers online. You’ll learn to evaluate different online sites to determine the one that works best for you and your clientele while identifying any potential risks of using these platforms.
Understanding Key Customer Groups
Evaluating Social Media and Online Site Popularity
Assessing Platform Functions to Meet Requirements
Identifying Functions with Risks to Customers
Best for: X, Y, Z… [list real professions] Cost: Free
Customer relationship management involves fostering a service culture that aims for continuous improvement. This means establishing an open and welcoming space for your customers to feel at ease and knowing when to step back for situations that are beyond your scope of expertise. This free customer service course will help you enhance your customer service and improve your skills. Learn the ways you can continuously improve the customer service in your organisation.
Ensuring Quality Customer Service
Creating a Welcoming Customer Environment
Seeking Assistance for Needs Beyond Your Responsibilities
Continuous Improvement for Retail Customer Service
Best for: Client Success Managers, Account Managers, Customer Support Specialists, Sales Associates, Customer Service Representatives, Online Community Managers, Front Desk Agents Cost: Free
Cross-selling provides you with the opportunity to increase your sales by offering additional products and services to your customers at the appropriate time. Cross-selling is a delicate procedure that requires attentiveness and communication skills. When done correctly, you can improve your work performance while enhancing customer loyalty. In this course, you’ll learn to identify the opportunity to cross-sell to your customers as well as effective strategies that you can use at work. Learn to be attentive to your customers’ needs and understand how your offered products or services can solve their problems.
Ultimately, the main goal of customer-facing roles is to sell products or services to customers. Providing excellent service is one of the factors that contribute to business growth, but you must also understand when to pitch sales. Building a rapport with your clients, understanding their needs and identifying the right window to pitch your products and services is key to creating a good sales experience. Our free customer service training course will equip you with all the skills and knowledge you need to make efficient sales and upsell your offerings.
Building Rapport and Effective Communication
Understanding Customer Needs
Overcoming Objections and Closing the Sale
Ethical Practices in Sales
Best for: Sales Representatives, Account Managers, Retail Sales Associates, Customer Service Agents, Business Development Managers, Client Relationship Managers, Sales Consultants, Inside Sales Specialists, Telemarketing Executives, Account Executives Cost: Free