Section 1 : Introduction

 		Lecture 1 About This Course 4:4

Section 2 : Greeting Customers

 		Lecture 2 The Greeting 7:11
Lecture 3 Getting Details 3:53
Lecture 4 The Account Holder 5:55
Lecture 5 -What are you calling about-- 7:1

Section 3 : Follow-up Questions

 		Lecture 6 Time Details 8:56
Lecture 7 Getting More Details 5:45
Lecture 8 Confirming Information 3:57
Lecture 9 In-depth Questions 9:0

Section 4 : Explaining a Service

 		Lecture 10 Phrases to Explain 13:46
Lecture 11 Answering Questions 11:31
Lecture 12 Overview of Phrases

Section 5 : Doing a Walkthrough

 		Lecture 13 Explaining Steps 20:16
Lecture 14 Confirming Completion 5:24
Lecture 15 Troubleshooting 7:57

Section 6 : Communication Gaps

 		Lecture 16 Things to Keep in Mind 6:48
Lecture 17 Asking for Repetition 10:23
Lecture 18 -Is that about right-” 9:7
Lecture 19 Numbers and Names 6:25

Section 7 : Angry Customers

 		Lecture 20 The Formula 9:38
Lecture 21 Showing Empathy 8:26
Lecture 22 Full Examples 14:7
Lecture 23 More Empathy Phrases 8:17
Lecture 24 Solutions- Reassuring 14:58
Lecture 25 Solutions- Expressing Solutions 9:1
Lecture 26 Solutions- Detailed Solutions 8:18

Section 8 : When They Need to Wait

 		Lecture 27 Ways to Say ‘Yes’ 8:38
Lecture 28 Putting Them on Hold
Lecture 29 Coming Back From Hold 5:13

Section 9 : Passing to Others

 		Lecture 30 Transferring Phrases 8:44
Lecture 31 When You Don’t Know 10:55
Lecture 32 When You Can’t Help 9:33

Section 10 : Correcting a Misunderstanding

 		Lecture 33 Section Overview 5:11
Lecture 34 Correcting Gently
Lecture 35 Clarifying Service Features 13:1

Section 11 : When It’s the Customer’s Fault

 		Lecture 36 Basic Expressions
Lecture 37 Showing Your Desire to Help 3:26
Lecture 38 Getting Them to Understand 6:52
Lecture 39 In-depth Examples 12:22

Section 12 : Making Exceptions

 		Lecture 40 Case Overview 5:23
Lecture 41 Common Phrases for Exceptions 8:58
Lecture 42 In-depth Examples 13:9

Section 13 : Saying Goodbye

 		Lecture 43 -Anything else-- 5:8
Lecture 44 Future Issues 2:44
Lecture 45 Ways to Say “You’re Welcome” 6:52
Lecture 46 Mentioning the Survey
Lecture 47 Before You Hang Up 5:1

Section 14 : Course Summary

 		Lecture 48 What have we learned- What next- 7:18