Online Training
Training Contents
Interactive training course with 69 sections across 10 chapters.
9 Chapters68 SectionsKnowledge Checks
Course Outline
Chapter 1: Introduction
Introduction
Chapter 2: Section 1: Managing Self to Serve Others
Learning Objectives
Overview
Why This Section Is Important
Managing Stress Before Clocking In
Control What You Can
Utilizing the RAAG Method
Separation of Personal and Professional
Chapter 3: Section 2: Understanding the Customer Service Process
Learning Objectives
Overview
What Is Customer Service?
When does customer service actually begin?
Other Important ConsiderationsRole-Play
Chapter 4: Section 3: Effective Communication
Section 3: Effective Communication
1. Verbal Communication (Phone) – How You Sound, What You Say, What You Know
Understanding Customer Frustration
Mindset: From Challenge to Opportunity
Empathy in Verbal Communication
Examples of Empathetic Responses
Best Practices
Example
Takeaway
C. What You Know (Confidence Through Knowledge)
Putting It All Together
ObjectiveRole-Play
Recap
2. Written Communication (Email) – Clear, Professional, and Respectful
B. Tone in Writing
3. Public Communication (Press Releases & Broad Messaging)
E. Provide Direction
Communication Across All Channels – Shared Best Practices
Activity: Communication BreakdownRole-Play
Chapter 5: Section 4: Dealing With Aggravated/Difficult Customers
Learning Objectives
Overview
Mistakes Will Happen
Understanding Customer Aggrevation
Strategies for Dealing With Frustrated Customers
Remember, never place yourself in harm’s way.Role-Play
Chapter 6: Section 5: Inclusive Customer Service
Learning Objectives
Overview
Understanding Customer Diversity
The CLEAR Framework for Inclusive Service
Chapter 7: Section 6: Teamwork – It’s Bigger Than You
Learning Objectives
Overview
Many Pieces of the Same Puzzle
The Customer Experience Ecosystem
1. Frontline Service Representatives
2. Supervisors and Team Leaders
3. Operations and Logistics Teams
4. Sales and Marketing Teams
5. Administrative and Policy Teams
6. Technology and Support Systems
If You Are Not Part of the Solution, You Are Part of the Problem
Objective
InstructionsScenario
Activity: Gear Up for SuccessRole-Play
Chapter 8: Section 7: Internal Customer Service – Serving the People You Work With
Learning Objectives
Overview
The Internal Customer Service Framework
The Ripple Effect of Internal ServiceScenario
Chapter 9: Section 8: Customer Service and the Bottom Line
Overview
The True Value of a Customer
Customer Retention vs Customer Replacement
The Power of Reputation
Service Quality and Business Growth
The Employee’s Role in Business Success
Personal Benefits of Strong Customer Service Skills
Final Thoughts