Course Tag: Training

Check out our Training Content on Gladly Learning, a one-stop-shop for free customer support training, courses, and certifications.

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Coaching 101

Course Details Coaching is a vital skill whether you’re looking to improve your leadership abilities, work with teams more effectively, or advance your career. Get started on your coaching journey with our interactive self-study e-learning course! This course features a range of realistic examples, scenarios, and challenges to help you build your coaching skills. What […]
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Practicing Empathy in Customer Service

Course Details When an emotional customer pops up in front of you, what do you do? Listen to them and deal with their problem? Sure. But that might not be enough to make the customer feel understood. Can you be empathetic enough to provide great customer service? Having customer empathy means that you can recognize […]
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Woman with confused expression talking on phone while looking at open package box

Handling An Irate Caller

Course Details The single biggest challenge for any of us on the telephone is handling that emotionally charged customer who is looking for blood, any blood! There are times at work when we all are subjected to that difficult call. This video will arm you with the skills required to deal effectively and efficiently with […]
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Angry woman looking at cellphone in her hand while yelling

Handling Confrontational Customers

Course Details Customer service is one of the most demanding jobs on the planet. You have to be respectful, professional, and helpful, no matter what the situation or who you’re dealing with. This can be hard when you’re dealing with customers who are rude and confrontational, even bordering on abusive! Handling Confrontational Customers shows you […]
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Attitude in Customer Service: Resiliency

Course Details Service resiliency is the ability to recover quickly from a challenging, adverse customer situation, disruptive change, crisis, trauma, or negative stress. Learn how to cut down on the frequency of adverse situations. Implement nine steps to increase your service resiliency. What you’ll learn
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Attitude in Customer Service: Things to Avoid

Course Details Mistakes will happen and the key is how you handle the situation when a mistake happen. Discover eight tips for working through service mistakes and ten customer service mistakes you can avoid. Understand the five service mistakes organizations should avoid. What you’ll learn
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Phone Support 101: Creating a Positive First Impression

Course Details How can you prepare yourself to make the best first impression? This course looks at what you need to do before picking up the phone to make sure you’re ready to provide high-quality customer service. You will be equipped to provide the best first impression purely through how you communicate vocally and verbally. […]
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Customer Service 201: Achieving Excellence

Course Details This short course explains the importance of delivering excellent customer service. There are a number of things every person in the organization can do to provide great service. It is not just the responsibility of the customer service team or receptionist. Everyone in the business should be looking to provide great service to […]
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Understanding the Customer (CPD Certified)

Course Details The best way to give your customers great service is by understanding them inside out. Now, you’re thinking, ‘Great, I’ll just ask them what they want.’ But it’s not that easy. People often don’t know what they want, so you’ll need to use a variety of techniques to find out more about your […]
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Attitude in Customer Service: Character and Integrity

Attitude in Customer Service: Character and Integrity

Course Details Character describes human qualities that create our public reputation such as personality, appearance, and behaviors. Integrity matches reality to our words — keep your promises. Discover why Integrity and honesty are the foundations of trust, the root of service. Apply strategies for cultivating exceptional customer service character every day. What you’ll learn
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