Section 1 : Introduction
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Lecture 1 | About This Course | 00:04:04 Duration |
Section 2 : Greeting Customers
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Lecture 1 | The Greeting | 00:07:11 Duration |
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Lecture 2 | Getting Details | 00:03:53 Duration |
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Lecture 3 | The Account Holder | 00:05:55 Duration |
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Lecture 4 | -What are you calling about-- | 00:07:01 Duration |
Section 3 : Follow-up Questions
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Lecture 1 | Time Details | 00:08:56 Duration |
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Lecture 2 | Getting More Details | 00:05:45 Duration |
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Lecture 3 | Confirming Information | 00:03:57 Duration |
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Lecture 4 | In-depth Questions | 00:09:00 Duration |
Section 4 : Explaining a Service
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Lecture 1 | Phrases to Explain | 00:13:46 Duration |
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Lecture 2 | Answering Questions | 00:11:31 Duration |
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Lecture 3 | Overview of Phrases |
Section 5 : Doing a Walkthrough
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Lecture 1 | Explaining Steps | 00:20:16 Duration |
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Lecture 2 | Confirming Completion | 00:05:24 Duration |
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Lecture 3 | Troubleshooting | 00:07:57 Duration |
Section 6 : Communication Gaps
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Lecture 1 | Things to Keep in Mind | 00:06:48 Duration |
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Lecture 2 | Asking for Repetition | 00:10:23 Duration |
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Lecture 3 | -Is that about right-” | 00:09:07 Duration |
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Lecture 4 | Numbers and Names | 00:06:25 Duration |
Section 7 : Angry Customers
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Lecture 1 | The Formula | 00:09:38 Duration |
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Lecture 2 | Showing Empathy | 00:08:26 Duration |
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Lecture 3 | Full Examples | 00:14:07 Duration |
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Lecture 4 | More Empathy Phrases | 00:08:17 Duration |
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Lecture 5 | Solutions- Reassuring | 00:14:58 Duration |
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Lecture 6 | Solutions- Expressing Solutions | 00:09:01 Duration |
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Lecture 7 | Solutions- Detailed Solutions | 00:08:18 Duration |
Section 8 : When They Need to Wait
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Lecture 1 | Ways to Say ‘Yes’ | 00:08:38 Duration |
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Lecture 2 | Putting Them on Hold | |
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Lecture 3 | Coming Back From Hold | 00:05:13 Duration |
Section 9 : Passing to Others
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Lecture 1 | Transferring Phrases | 00:08:44 Duration |
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Lecture 2 | When You Don’t Know | 00:10:55 Duration |
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Lecture 3 | When You Can’t Help | 00:09:33 Duration |
Section 10 : Correcting a Misunderstanding
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Lecture 1 | Section Overview | 00:05:11 Duration |
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Lecture 2 | Correcting Gently | |
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Lecture 3 | Clarifying Service Features | 00:13:01 Duration |
Section 11 : When It’s the Customer’s Fault
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Lecture 1 | Basic Expressions | |
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Lecture 2 | Showing Your Desire to Help | 00:03:26 Duration |
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Lecture 3 | Getting Them to Understand | 00:06:52 Duration |
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Lecture 4 | In-depth Examples | 00:12:22 Duration |
Section 12 : Making Exceptions
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Lecture 1 | Case Overview | 00:05:23 Duration |
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Lecture 2 | Common Phrases for Exceptions | 00:08:58 Duration |
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Lecture 3 | In-depth Examples | 00:13:09 Duration |
Section 13 : Saying Goodbye
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Lecture 1 | -Anything else-- | 00:05:08 Duration |
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Lecture 2 | Future Issues | 00:02:44 Duration |
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Lecture 3 | Ways to Say “You’re Welcome” | 00:06:52 Duration |
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Lecture 4 | Mentioning the Survey | |
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Lecture 5 | Before You Hang Up | 00:05:01 Duration |
Section 14 : Course Summary
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Lecture 1 | What have we learned- What next- | 00:07:18 Duration |
