Excellence in Customer Service (Advanced)
Completed by Jacqueline Zimmerman
March 9, 2026
8 hours (approximately)
Jacqueline Zimmerman's account is verified. Coursera certifies their successful completion of Excellence in Customer Service (Advanced)
What you will learn
Manage simultaneous customer channels and balance individual stress levels by applying the CALM acronym and proactive time management metrics.
Diagnose complex client issues using strategic questioning, defuse intense negativity, and effectively deliver bad news with diplomacy.
Analyze critical support metrics, address highly escalated customer incidents, and identify strategic upsell or cross-sell opportunities.
Learn by doing. Perform guided, step-by-step hands-on activities on your own computer.
Skills you will gain
- Category: Interpersonal Communications
- Category: Customer Communications Management
- Category: Client Support
- Category: Customer and Client Support
- Category: Client Services
- Category: Greeting Customers
- Category: General Sales Practices
- Category: Customer Engagement
- Category: Customer experience improvement
- Category: Communication
- Category: Customer Service
- Category: Customer Inquiries
