Section 1 : Introduction to Customer Service Soft Skills Fundamentals
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Lecture 1 | Introduction to Customer Service Soft Skills Fundamentals | 00:01:05 Duration |
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Lecture 2 | The Best and the Worst | |
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Lecture 3 | What is Good Customer Service | 00:01:52 Duration |
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Lecture 4 | Nuns Install Software, Too | 00:01:38 Duration |
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Lecture 5 | Anatomy of Good Customer Service | 00:03:55 Duration |
Section 2 : Prepare Yourself and Your Space
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Lecture 1 | Plan Your Day Before It Plans You | 00:01:31 Duration |
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Lecture 2 | How Do You Prepare For A Busy Day | |
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Lecture 3 | Look Good, Feel Good | 00:02:00 Duration |
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Lecture 4 | Workspace Review | |
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Lecture 5 | The Platinum Rule | 00:01:10 Duration |
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Lecture 6 | Body Language Matters, Even On The Phone | 00:02:58 Duration |
Section 3 : Dealing With Customers
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Lecture 1 | Mute is Your Friend | |
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Lecture 2 | What is her problem Listen carefully! | |
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Lecture 3 | Don't Know Ask! | 00:01:33 Duration |
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Lecture 4 | Ask Dr | |
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Lecture 5 | Follow Up, Follow Through, and Document, Document, Document! | |
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Lecture 6 | A Sample Call - What Would You Do |
Section 4 : Self Preservation in Customer Service
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Lecture 1 | Be an Industry Expert | 00:00:38 Duration |
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Lecture 2 | Reviews Are a Good Thing | 00:00:42 Duration |
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Lecture 3 | Take a Walk!! | 00:00:25 Duration |
Section 5 : Conclusion
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Lecture 1 | What Have We Learned | 00:01:17 Duration |
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Lecture 2 | Extra Credit Inspiration |
