Course curriculum

    1. Copyright Notice and Terms of Use

    2. Module 1: Workbook

    3. 1.1 Importance of Customer Service Today

    4. 1.2 Customer Service Is Everyone's Job

    5. 1.2.1 Exercise

    6. 1.3 Finding Your Intrinsic Motivation

    7. 1.3.1 Exercise

    8. Module 1: Quiz

    1. Module 2: Workbook

    2. 2.1 Introduction

    3. 2.2 Personalizing Your Interactions

    4. 2.2.1 Exercise

    5. 2.3 Using Positive Tone and Language

    6. 2.3.1 Exercise

    7. 2.4 Language That Triggers Negative Emotions

    8. 2.4.1 Exercise

    9. 2.5 Avoiding Accusatory "You" Statements

    10. 2.5.1 Exercise

    11. 2.6 Mirroring Customer Language

    12. 2.6.1 Exercise

    13. Module 2: Quiz

    1. Module 3: Workbook

    2. 3.1 Introduction

    3. 3.2 Proactively Managing Customer Expectations

    4. 3.2.1 Exercise

    5. 3.3 Language for Setting Clear Expectations

    6. 3.3.1 Exercise

    7. 3.4 Warning About "Absolute" Terms

    8. 3.4.1 Exercise

    9. 3.5 Using Language That's Easy to Understand

    10. 3.5.1 Exercise

    11. 3.6 Underpromising and Overdelivering

    12. 3.6.1 Exercise

    13. Module 3: Quiz

    1. Module 4: Workbook

    2. 4.1 Introduction

    3. 4.2 How to Be an Active Listener

    4. 4.2.1 Exercise

    5. 4.3 Validating Customer Emotions

    6. 4.3.1 Exercise

    7. 4.4 Asking Great Questions to Validate Information

    8. 4.4.1 Exercise

    9. 4.5 How to Confirm Understanding

    10. 4.5.1 Exercise

    11. Module 4: Quiz

    1. Module 5: Workbook

    2. 5.1 Introduction

    3. 5.2 Root Cause Analysis

    4. 5.2.1 Exercise

    5. 5.3 Brainstorming Effective Solutions

    6. 5.3.1 Exercise

    7. 5.4 SWOT Analysis

    8. 5.4.1 Exercise

    9. Module 5: Quiz

About this course

  • $147.00
  • 94 lessons
  • 1.5 hours of video content