Course curriculum

  • 1

    Section 1: Introduction

  • 2

    Section 2: Value of Customer Service

  • 3

    Section 3: Exceeding Your Customers' Expectations

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    • The Importance of Going Above and Beyond

    • How To Stand Out From Competition

    • Transforming Customers into Brand Advocates

    • Companies that Go Above and Beyond

    • Quiz

    • Increasing Your Professional Value

    • Developing a Positive Outlook

    • Good vs Outstanding Customer Service

    • Why Speed and Promptness Matter

    • Personalization for a Better Customer Experience

    • Surprise and Quality in Customer Service

    • Empathy, Clarity and Attentiveness

    • Time Management, Adaptability, and Self-Control

    • Persuasiveness and Product Knowledge

    • Quiz

    • Recommended Resources

  • 4

    Section 4: How Customers Share Their Experiences

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    • Understanding Customer Lifetime Value

    • Customers Pay More for Excellent Service

    • Customers Can Be the Best Marketers

    • Creating Memorable Experiences

    • The Power of Word-of-Mouth Marketing

    • Quiz

    • The Influence of Social Media and Online Reviews

    • How Technology Impacts Communication

    • Ease of Access to Information

    • Fast Response Time

    • Why Stories Go Viral

    • Real World Examples

    • A Story of Compassion

    • A Song Goes Viral

    • A Toy Giraffe Becomes Famous

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    • Choosing Policies Over Common Sense

    • Quiz

    • Recommended Resources

  • 5

    Section 5: Building Rapport with Customers

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    • What Customers Want

    • Communication Platforms

    • Providing Quick Response Time

    • Personalizing Your Interactions

    • Quiz

    • First Impressions Count

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    • Understanding Customer Needs

    • Becoming Aware of Nonverbal Cues

    • Building Customer Trust

    • Your Appearance Plays a Role

    • The Power of Your Voice

    • Controlling Facial Expressions

    • Using Your Body Language

    • Quiz

    • Recommended Resources

  • 6

    Section 6: Communicating With Your Customers

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    • What Is Purposeful Smalltalk

    • Mastering the Art of Smalltalk

    • Building Trust Through Personalization

    • Understanding Emotions Behind Words

    • Using Upbeat Words

    • Quiz

    • Validating Customer Emotions

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    • Showing Gratitude

    • Techniques for Giving Suggestions

    • Matching Verbal and Nonverbal Behavior

    • Why Mirroring Works

    • Mirroring Body Language

    • Distracting Habits in Communication

    • Allowing Conversations to Flow

    • Avoiding Multitasking

    • Becoming Aware of Fidgeting

    • Omitting Filler Words

    • Explaining Without Data-Dumping

    • Quiz

    • Recommended Resources

  • 7

    Section 7: Active Listening Techniques

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    • What Is Active Listening?

    • Key Elements of Active Listening

    • Deterring Judgement

    • Reflecting to Build Rapport

    • Asking Probing Questions

    • Using Effective Questions

    • Closed-Ended vs. Open-Ended Questions

    • Asking Leading Questions

    • Clarifying Important Details

    • Paraphrasing Information

    • Quiz

    • Responding with Tact

    • Overcoming Communication Barriers

    • Avoiding Internal and External Distractions

    • Understanding Pre-Existing Beliefs

    • Becoming Aware of Cultural Differences

    • How Cultural Differences Affect Communication

    • Quiz

    • Recommended Resources

  • 8

    Section 8: Managing Customer Expectations

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    • Setting Realistic Customer Expectations

    • Providing Clear Time Estimates

    • Checking for Satisfaction

    • Why Customers Get Confused

    • Helping Customers Understand

    • Reviewing Customer History

    • Using Simple Language and Visuals

    • Quiz

    • The Role of Scripts in Customer Service

    • Managing Unreasonable Expectations

    • Providing Alternative Solutions

    • Turning Complaints Into Opportunities

    • Taking Action on Feedback

    • Quiz

    • Recommended Resources

  • 9

    Section 9: Developing a Customer-Centric Mindset

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    • Differentiating Between Upset & Difficult Customers

    • Is the Customer Always Right?

    • Why Customers Get Upset

    • Setting SMART Goals

    • Cultivating a Positive Attitude

    • Quiz

    • Recommended Resources

  • 10

    Section 10: Preventing Upset Customers

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    • Preventing Potential Problems

    • Taking a Proactive Approach

    • Building Rapport with Customers

    • Aknowledging Your Customers' Feelings

    • Using "I" vs. "We"

    • Replacing Trigger Words

    • Quiz

    • Showing Willingness to Help

    • Refocusing Attention on the Solution

    • Ensuring Customer Satisfaction

    • Quiz

    • Recommended Resources

  • 11

    Section 11: Solving Problems

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    • Assessing the Situation

    • Investigating Customer Complaints

    • Identifying Customer Needs

    • Demonstrating Empathy

    • Listening Before Diagnosing

    • Quiz

    • Asking the Right Type of Questions

    • Preventing Negative Emotions

    • Empowering the Customer

    • Following up with Customers

    • Offering Solutions

    • Quiz

    • Recommended Resources

  • 12

    Section 12: Using Language Strategically

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    • Using Partnership Language

    • Restoring the Customer's Confidence

    • Strategies for Written Communication

    • Getting Past Resistance

    • Understanding the Customer's Motivations

    • Tactful Ways to Deliver Bad News

    • Following up to Thank the Customer

    • When and How to Escalate Complaints

    • Best Practices for Escalating Complaints

    • Setting Appropriate Boundaries

    • Quiz

    • Recommended Resources

  • 13

    Section 13: Learning from Upset Customers

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    • Learning from Challenges

    • Embracing Mistakes

    • Finding Opportunities to Improve

    • Preserving the Relationship

    • Turning Upset Customers Into Fans

    • Approaching Every Problem as an Opportunity

    • Using Websites to Collect Feedback

    • Using Emails for Customer Feedback

    • Using Social Media, Chat, and Apps for Feedback

    • Analyzing Results

    • Addressing Common Complaints (Part 1)

    • Addressing Common Complaints (Part 2)

    • Quiz

    • Recommended Resources

  • 14

    Section 14: Self-Care and Personal Growth

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    • Self-Care: Back to the Basics

    • Dealing with Criticism and Negative Emotions

    • Creating a Positive Work Environment

    • Tips for Working Remotely

    • Nutrition to Combat Stress

    • Adopting Healthy Sleep Habits

    • The Importance of Taking Breaks

    • Building a Social Support System

    • Looking Inward to Improve

    • Quiz

    • Recommended Resources

  • 15

    Final Assessment

    • Final Assessment Instructions

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  • 16

    Course Completion Instructions

    • Course Completion Instructions

  • 17

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