10 customer service training videos

Empathy is an important skill in customer service because it helps build trust, de-escalate tense situations, and show patience and understanding to customers. With Mitti (by SafetyCulture)’s empathy course, learners will learn how to do just that.

This focuses on the different aspects of communication, like tone and words. It also shares four practial steps to offer empathy in customer service roles—listen, acknowledge, care, and act.

Want to motivate learners with some engaging games? Set up gamified quizzes for your course. Make learning fun while your team retains more key information. Get your members to play their way through essential lessons, and become confident speakers.

• Scope: Habits of highly empathic people, components of communication, difference between empathy and sympathy

Through the customer service training videos in FutureLearn’s course, customer service employees will understand the various questioning techniques they can use while gathering information from their clients. This is done through a series of phone calls and video recordings from various research studies.

It also covers how technology affects call centers and how decision support software affects them. Topics are divided into weeks to avoid overwhelming learners. A variety of bite-sized customer service training materials are also given to facilitate learning.

• Scope: Different question styles, consequences of a badly handled call, the role of technology in customer service

This Customer Service 101 course by Universal Class is intended to help your company offer excellent customer service, regardless of anyone’s position.

This 15-part training outlines what service means for your staff and explains how to go above and beyond customer expectations with important customer service abilities. It also demonstrates how to effectively deal with customers in a variety of settings.

Aside from customer service training videos, this course also includes tests and assignments for reinforcing knowledge. One thing to take note of though is that while this is a self-paced course, it can only be accessed within six months from enrollment.

• Scope: Defining service, interacting and dealing with customers, key customer service skills

With Goskills’s customer service training videos, customer service employees will learn how to maintain happy customers who won't leave you for your competitors. Here, they’ll uncover the seven essentials of excellent customer service.

It starts with a lesson on the importance of customer service then talks about the psychology of customer service. There’s also a lesson on how to engage with customers and listen intently to verbal and non-verbal cues. Learners will also discover how to exceed customers' expectations and offer solutions that 'wow' them.

• Scope: Importance of customer service, psychology of customer service, exceeding expectations

Alison’s free customer service training videos help employees in acquiring and honing important customer service skills and competencies. It also teaches them how to resolve queries and complaints better.

This five-part course is taught via long-form customer service videos. Your employees’ understanding will be tested with a quiz at the end of each lesson. Additionally, they can take the course evaluation and if they get 80 percent or higher, they’ll earn a certificate of completion. Although the course is free, there’s a small fee for the certificate.

• Scope: Understanding customer service and customers, telephone etiquette, handling complaints, and enduring stress

Corexel course offers a more thorough grasp of the customer experience made specifically for managers. It delves into customer service concepts and equips them with knowledge of how to manage and develop people. This is so they can perform better and surpass expectations.

This course's material is delivered by Corexel through customer service training videos with an extensive transcript and is accessible through web browsers. Learners must receive an average test score of at least 70%  to successfully complete the course and receive certification.

• Scope: Customer service concepts, how to pass expectations

The fundamental ideas of customer service are covered in the Customer Service Skills - Video Training Course. The course begins with defining customer service and the steps for determining what customers should expect.

Additionally, it covers fundamental telephone etiquette so that employees can manage calls and offer customer support over the phone. Lastly, it teaches how to interact with and politely respond to customers, as well as manage stress when faced with tough situations.

• Scope: Understanding customer service, customer service and the telephone, handling complaints, enduring stress

Coursera’s Customer Service Fundamentals will help employees build the knowledge and develop the skills needed to be successful customer service specialists. It talks about having communication abilities that emphasize listening and clear, succinct communication. It also teaches appropriate empathetic behavior such as patience, curiosity, and willingness to help.

As customers call to ask for help, problem-solving is also tackled along with how to do research to determine the correct resolution. The last module will then focus on process compliance to meet service-level agreements

• Scope: Communication skills, personality, problem-solving, process control

Lastly, you can help your team deliver excellent customer support with this course. It offers a roadmap for drafting effective emails, engaging in live chats, and personalizing service interactions. Your team can improve their skills on handling complaints with empathy and professionalism.

Aside from suggesting digital tools to use, the course wraps up with an engaging quiz to assess their understanding of the material. But take note that while the course materials are available for free, a Cloud Assess Pro account is required for those looking to conduct practical assessments among teams.

• Scope: Importance of customer service, digital tools, email composition, receiving feedback, documenting customer interactions