Section 1 : customer service masterclass turn buyers into raving-fans
Lecture 1 welcome 00:04:19 Duration
Lecture 2 how-to-get-the-most-out-of-this-course 00:00:53 Duration
Lecture 3 what-is-customer-service 00:03:18 Duration
Lecture 4 why-does-customer-service-matter
Lecture 5 the-foundations-of-exceptional-customer-service 00:00:16 Duration
Lecture 6 foundations-getting-to-know-your-customers 00:03:54 Duration
Lecture 7 foundations-how-well-does-everyone-else-know-your-customers 00:01:46 Duration
Lecture 8 foundations-the-importance-of-knowing-your-product 00:01:08 Duration
Lecture 9 foundations-your-brand-voice 00:01:35 Duration
Lecture 10 foundations-customer-service-communication-channels 00:06:50 Duration
Lecture 11 the-importance-of-effective-communication 00:00:19 Duration
Lecture 12 communication-improving-your-listening-skills 00:03:43 Duration
Lecture 13 communication-friendliness-in-customer-service 00:02:24 Duration
Lecture 14 communication-optimizing-your-appearance-body-language 00:05:35 Duration
Lecture 15 communication-mastering-your-voice 00:03:51 Duration
Lecture 16 communication-words-phrases-to-use-or-avoid-using-with-customers
Lecture 17 proactive-customer-service 00:00:40 Duration
Lecture 18 proactive-the-most-important-aspect-of-proactive-service 00:01:31 Duration
Lecture 19 INTRODUCTION TO BRAINMEASURES PROCTOR SYSTEM
Lecture 20 proactive-building-customer-service-into-your-systems
Lecture 21 proactive-checking-in-with-customers 00:01:55 Duration
Lecture 22 proactive-using-social-media-to-delight-your-customers 00:03:31 Duration
Lecture 23 proactive-a-better-way-to-handle-mistakes 00:01:39 Duration
Lecture 24 proactive-going-above-and-beyond-for-your-customers 00:03:26 Duration
Lecture 25 reactive-customer-service 00:00:36 Duration
Lecture 26 reactive-don-t-keep-them-waiting 00:01:38 Duration
Lecture 27 reactive-a-reminder-to-listen 00:01:33 Duration
Lecture 28 reactive-how-to-apologize-to-customers-effectively 00:06:44 Duration
Lecture 29 reactive-how-to-turn-unhappy-customers-into-lifelong-fans
Lecture 30 customer-service-examples 00:00:44 Duration
Lecture 31 example-1 00:02:55 Duration
Lecture 32 example-2 00:02:05 Duration
Lecture 33 example-3 00:02:52 Duration
Lecture 34 example-4 00:01:12 Duration
Lecture 35 mental-health-in-customer-service
Lecture 36 reviewing-key-concepts 00:04:56 Duration
Lecture 37 wrapping-up 00:00:37 Duration