Olark Customer Service Training Course

Gain new skills, advance your career, and wow your customers!

Peter Shin, The Dark Olark Knight (and creator of this course!)

About the Course

Students in this course will not only master modern customer service best practices, but will also understand the "why"s —  from business strategy to psychological science — underlying recommended approaches and techniques.

The material we cover is highly relevant for new customer service agents, and is also valuable for senior CS'ers looking to level up their strategic thinking.

This course is not a replacement for role specific training; rather, it is designed to give customer service employees at all organizations a deeper understanding of what makes great customer service, and why.

By the end of this course, students will be able to:

• Persuasively show why CS is more than a “cost center”
• Adopt (and instill in others) a winning CS mindset
• Take a scientific approach to service excellence
• Think critically about service interactions
• Use proven techniques for making customers happy

Throughout the course, students will complete hands-on exercises designed to get them thinking about how they can apply what they've learned in their current roles.

The course culminates in a final project that asks students to write a detailed  action plan for improving customer service practices in their company.