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Customer Service → Customer Service Mastery

Customer Service Excellence Training Path


Description

Customer Service Excellence Training Path

Content
  • Section 1 - Awesome Customer Service 101
  • Introduction
  • The Importance of Customer Service
  • The Reality
  • The President is on the Line
  • Make People Feel Special
  • Stick to the Core Values
  • Be Courteous
  • Be Truthful
  • Be Present
  • Be Positive
  • Thanks
  • Question 1
  • Question 2
  • Question 3
  • Section 2 - Support Communications 101
  • You are not a Robot
  • Respond Immediately
  • Personalize Your Response
  • Be Helpful
  • Don’t Over Promise
  • Invitational Exit
  • Review
  • Section 3 - How to Handle New Merchant Calls
  • First Impressions
  • Introduction
  • How to Transfer
  • Knowledge Check
  • Section 4 - How to Deliver Bad News to a Customer
  • Introduction
  • Why Does it Matter?
  • Tell the Truth
  • Put Yourself in Their Shoes
  • Acknowledge Their Feelings
  • Take Charge
  • Follow Through
  • Conclusion
  • Section 5 - Best Practices for Phone Conversations
  • Welcome!
  • But first...
  • Clear Your Mind
  • Smile
  • Speak Slow and Clarify
  • Avoid Insider Language
  • Avoid Slang
  • Listen
  • Clarify
  • Solve Problems; Don't Enhance Them
  • Inform
  • Conclusion
  • Best Practices for Phone Conversations Quiz
  • Section 6 - How to Write Effective Business Emails
  • Introduction
  • But first...
  • The Email's Purpose
  • Should this be an email?
  • The Perfect Subject Line
  • Short, Sweet and to the Point.
  • Still Polite
  • What a Body
  • Check before you send
  • Review
  • Conclusion
  • Section 7 - 7 Things You Shouldn't Do When Dealing With an Upset Customer
  • Introduction
  • But first...
  • Taking their attitude personally
  • Ignoring the Emotional
  • Getting too Technical
  • Falling Into a “Me vs. You” Approach
  • Overusing “You”
  • Telling the Customer to Calm Down
  • Using Slang Synonyms for “Upset”
  • Conclusion
  • Section 8 - 9 Phrases to Improve Every Support Interaction
  • Welcome!
  • But first...
  • ​“Happy to help!”
  • “I understand how [blank] that must be.”
  • “As much as I’d love to help…”
  • “Great question! I’ll find that out for you.”
  • “Nice to meet you.”
  • “May I ask why that is?”
  • “Thanks for bringing that to our attention!”
  • “I completely understand why you’d want that.”
  • “I’d love to understand more about…”
  • Conclusion
  • Question 1
  • Question 2
  • Section 9 - 10 Major Dos and Don'ts of Customer Service
  • Welcome!
  • “No.”
  • “I don’t know.”
  • “That's not my job/department.”
  • “You are right – that is bad.”
  • Before we continue...
  • “Calm down.”
  • “I’m busy right now.”
  • “Call me back.”
  • “That's not my fault.”
  • “You need to talk to my supervisor.”
  • “You want it by when?”
  • Conclusion
  • Question 1
  • Question 2
  • Question 3
  • Section 10 - First Impressions and Interactions
  • Welcome!
  • But first...
  • No Second Chances
  • “Oh, No You Didn't”
  • Body Language
  • Positive Non-Verbal Communication
  • Positive Verbal Communication
  • Face-To-Face Conversation
  • Tone Of Voice
  • Inflection
  • Volume & Pace
  • Telephone Etiquette
  • Good Telephone Etiquette
  • The End
  • Question 1
  • Question 2
  • Question 3
  • Section 11 - How Tone and Context Impact Customer Service
  • Introduction
  • What is Tone?
  • Why is Tone Important?
  • Context Matters
  • Be a Human
  • Use Natural Language
  • Mirror the Customer
  • Don't Get Defensive
  • Sources
  • Conclusion
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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