CustomersFirst Academy

Copyright Notice and Terms of Use

Module 1: Workbook

1.1 Importance of Customer Service Today

1.2 Customer Service Is Everyone's Job

1.2.1 Exercise

1.3 Finding Your Intrinsic Motivation

1.3.1 Exercise

Module 1: Quiz

Module 2: Workbook

2.1 Introduction

2.2 Personalizing Your Interactions

2.2.1 Exercise

2.3 Using Positive Tone and Language

2.3.1 Exercise

2.4 Language That Triggers Negative Emotions

2.4.1 Exercise

2.5 Avoiding Accusatory "You" Statements

2.5.1 Exercise

2.6 Mirroring Customer Language

2.6.1 Exercise

Module 2: Quiz

Module 3: Workbook

3.1 Introduction

3.2 Proactively Managing Customer Expectations

3.2.1 Exercise

3.3 Language for Setting Clear Expectations

3.3.1 Exercise

3.4 Warning About "Absolute" Terms

3.4.1 Exercise

3.5 Using Language That's Easy to Understand

3.5.1 Exercise

3.6 Underpromising and Overdelivering

3.6.1 Exercise

Module 3: Quiz

Module 4: Workbook

4.1 Introduction

4.2 How to Be an Active Listener

4.2.1 Exercise

4.3 Validating Customer Emotions

4.3.1 Exercise

4.4 Asking Great Questions to Validate Information

4.4.1 Exercise

4.5 How to Confirm Understanding

4.5.1 Exercise

Module 4: Quiz

Module 5: Workbook

5.1 Introduction

5.2 Root Cause Analysis

5.2.1 Exercise

5.3 Brainstorming Effective Solutions

5.3.1 Exercise

5.4 SWOT Analysis

5.4.1 Exercise

Module 5: Quiz