Course curriculum

  • 1

    Module 1: Developing a Customer-Centric Mindset

    • 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
  • 2

    Module 2: Positive Communication for Building Trust and Rapport

    • 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
  • 3

    Module 3: Managing Customer Expectations

    • 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
  • 4

    Module 4: Empathy and Active Listening

    • 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
  • 5

    Module 5: Problem-Solving and Decision-Making

    • 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
  • 6

    Module 6: Conflict Resolution Strategies

  • 7

    Module 7: Handling Difficult Conversations

    • Module 7: Workbook

    • 7.1 Introduction

    • 7.2 STOP Before You Engage

    • 7.2.1 Exercise

    • 7.3 How to Stay Calm and Centered

    • 7.3.1 Exercise

    • 7.4 De-Escalating Upset Customers

    • 7.4.1 Exercise

    • 7.5 Handling Rude and Agressive Customers

    • 7.5.1 Exercise

    • 7.6 Overcoming Cultural Barriers

    • 7.6.1 Exercise

    • 7.7 Overcoming Language Barriers

    • 7.7.1 Exercise

    • Module 7: Quiz
  • 8

    Module 8: Time Management and Productivity

    • Module 8: Workbook

    • 8.1 Introduction

    • 8.2 Prioritization Matrix

    • 8.2.1 Exercise

    • 8.3 Identifying Quick Wins

    • 8.3.1 Exercise

    • 8.4 Time Blocking Techniques

    • 8.4.1 Exercise

    • 8.5 Batch Processing Tasks

    • 8.5.1 Exercise

    • 8.6 Setting SMART Goals

    • 8.6.1 Exercise

    • Module 8: Quiz
  • 9

    Conclusion

    • Conclusion