Section 1 : Introduction and a warm welcome to this course on great customer service
Lecture 1 INTRODUCTION TO BRAINMEASURES PROCTOR SYSTEM
Lecture 2 About Certification

Section 2 : Customer service fundamentals
Lecture 1 How customer service and customer care are immensely important for growth 00:05:42 Duration
Lecture 2 Seven types of customer complaints and how to deal with each 00:07:44 Duration
Lecture 3 Anatomy of a customer complaint interaction from before to after the interaction
Lecture 4 Customer support vs

Section 3 : Dealing with clients as part of your customer service
Lecture 1 Example of an angry customer email and common misunderstandings 00:02:27 Duration
Lecture 2 Firing bad clients - how to say goodbye in a professional way without damage 00:04:38 Duration

Section 4 : Dealing with angry customers since no customer support can escape these cases
Lecture 1 Mindset for placating angry customers and having positive interactions 00:03:54 Duration
Lecture 2 Dealing with angry clients and deciding when to fire clients 00:05:35 Duration

Section 5 : Using positive language in your customer support interactions
Lecture 1 Saying no in a positive way that sounds like a yes - great customer service
Lecture 2 Adding positive words to your customer support interactions 00:02:17 Duration
Lecture 3 Examples of negative words not to use and how to rephrase 00:02:00 Duration

Section 6 : Active listening skills as part of good customer service
Lecture 1 Active listening for your customer service 00:02:10 Duration
Lecture 2 Example of active listening and improved comprehension I had to go through 00:03:26 Duration
Lecture 3 How to not lose a customer with bad support 00:04:57 Duration
Lecture 4 Ask to rephrase to make sure you understood 00:02:30 Duration

Section 7 : Adding your unique voice and personality to make your products more engaging
Lecture 1 Examples of how to add engagement and proactive support into different products 00:04:54 Duration
Lecture 2 Podcast example to learn from 00:02:54 Duration
Lecture 3 Say thank you in every communication 00:05:28 Duration
Lecture 4 Example of grout product creating a support group on FB 00:03:17 Duration

Section 8 : Emotional intelligence in customer support and when selling
Lecture 1 Introduction to how emotional intelligence plays a role in customer service
Lecture 2 Introduction to empathy 00:04:09 Duration
Lecture 3 How I use empathy and emotional intelligence in sales 00:06:31 Duration
Lecture 4 Emotion checklist 00:04:05 Duration
Lecture 5 Understanding the emotion of anger 00:06:50 Duration

Section 9 : Online reviews - listening and getting insights despite hurtful comments
Lecture 1 Online reviews - listening and getting insights despite hurtful comments- 00:08:08 Duration
Lecture 2 Customer service through Google Alerts 00:03:47 Duration

Section 10 : Customer Development and Lean Startup methodologies through customer outreach
Lecture 1 Introduction Incorporating customer support into feedback & product improvement 00:01:20 Duration
Lecture 2 Customer Development by Steve Blank 00:03:46 Duration
Lecture 3 Eric Ries Lean Start-up and product MVP 00:03:46 Duration

Section 11 : Engagement basics for YouTube, general video, or in-person
Lecture 1 Speak to whoever is consuming your product as though you made it just for them 00:10:28 Duration

Section 12 : Using a customer feedback form for customer support
Lecture 1 Introduction to creating a customer feedback survey in free Google Forms 00:01:19 Duration
Lecture 2 Creating an account in Google Docs so we can use Google Forms 00:02:36 Duration
Lecture 3 Multi-page forms 00:04:35 Duration
Lecture 4 Finishing the course customer feedback form 00:03:20 Duration
Lecture 5 Script for the feedback collection email 00:02:32 Duration
Lecture 6 Customer feedback form results