Course curriculum

    1. Course Objectives

    2. Customer Service Is Relevant To Everyone

    3. Redefining "Good" Customer Service

    4. Identifying Your "Customers"

    1. Learning About The 5 Golden Rules from Stories

    2. Rule No. 1 - Establishing Common Grounds

    3. Rule No. 2 - Building Rapport

    4. Rule No. 3 - Exceeding Expectations

    5. Rule No. 4 - Going Above and Beyond to Solve Problems

    6. Rule No. 5 - Handling Complaints

    7. Chapter Reflection

    1. Overview

    2. What’s In My Control and What’s Not

    3. What Is Self-Awareness

    4. How Self-Aware Do You Feel You Are?

    5. Benefits of Self-Awareness

    1. Overview

    2. Discover Your Values

    3. Values and Customer Service

    4. Building Trust and Rapport to Sustain Relationships

    5. The Mirroring Technique

    6. What's Next

    1. Overview

    2. The Trust Equation

    3. Communication Styles

    4. Levels of Listening (optional)

    5. The 3 Vs of Communication

    6. The Art of Questioning

    7. What's Next

    1. What Are Difficult Conversations

    2. Plan and Structure Difficult Conversations - Part 1

    3. Plan and Structure Difficult Conversations - Part 2

    4. Supplementary Information

About this course

  • Free
  • 35 lessons
  • 0 hours of video content

Discover your potential, starting today

Enroll today