Section 1 : Introduction to Customer Service Soft Skills Fundamentals

Lecture 1 Introduction to Customer Service Soft Skills Fundamentals 00:01:05 Duration
Lecture 2 The Best and the Worst
Lecture 3 What is Good Customer Service 00:01:52 Duration
Lecture 4 Nuns Install Software, Too 00:01:38 Duration
Lecture 5 Anatomy of Good Customer Service 00:03:55 Duration

Section 2 : Prepare Yourself and Your Space

Lecture 1 Plan Your Day Before It Plans You 00:01:31 Duration
Lecture 2 How Do You Prepare For A Busy Day
Lecture 3 Look Good, Feel Good 00:02:00 Duration
Lecture 4 Workspace Review
Lecture 5 The Platinum Rule 00:01:10 Duration
Lecture 6 Body Language Matters, Even On The Phone 00:02:58 Duration

Section 3 : Dealing With Customers

Lecture 1 Mute is Your Friend
Lecture 2 What is her problem Listen carefully!
Lecture 3 Don't Know Ask! 00:01:33 Duration
Lecture 4 Ask Dr
Lecture 5 Follow Up, Follow Through, and Document, Document, Document!
Lecture 6 A Sample Call - What Would You Do

Section 4 : Self Preservation in Customer Service

Lecture 1 Be an Industry Expert 00:00:38 Duration
Lecture 2 Reviews Are a Good Thing 00:00:42 Duration
Lecture 3 Take a Walk!! 00:00:25 Duration

Section 5 : Conclusion

Lecture 1 What Have We Learned 00:01:17 Duration
Lecture 2 Extra Credit Inspiration