Course Category: Customer Service

Seated man and woman talking

Practicing Empathy in Customer Service

Course Details When an emotional customer pops up in front of you, what do you do? Listen to them and deal with their problem? Sure. But that might not be enough to make the customer feel understood. Can you be empathetic enough to provide great customer service? Having customer empathy means that you can recognize […]
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Woman with confused expression talking on phone while looking at open package box

Handling An Irate Caller

Course Details The single biggest challenge for any of us on the telephone is handling that emotionally charged customer who is looking for blood, any blood! There are times at work when we all are subjected to that difficult call. This video will arm you with the skills required to deal effectively and efficiently with […]
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Angry woman looking at cellphone in her hand while yelling

Handling Confrontational Customers

Course Details Customer service is one of the most demanding jobs on the planet. You have to be respectful, professional, and helpful, no matter what the situation or who you’re dealing with. This can be hard when you’re dealing with customers who are rude and confrontational, even bordering on abusive! Handling Confrontational Customers shows you […]
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Attitude in Customer Service: Resiliency

Course Details Service resiliency is the ability to recover quickly from a challenging, adverse customer situation, disruptive change, crisis, trauma, or negative stress. Learn how to cut down on the frequency of adverse situations. Implement nine steps to increase your service resiliency. What you’ll learn
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Woman in blue shirt smiling and talking into headset

Attitude in Customer Service: Things to Avoid

Course Details Mistakes will happen and the key is how you handle the situation when a mistake happen. Discover eight tips for working through service mistakes and ten customer service mistakes you can avoid. Understand the five service mistakes organizations should avoid. What you’ll learn
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Woman wearing headset while talking and working on a computer

Phone Support 101: Creating a Positive First Impression

Course Details How can you prepare yourself to make the best first impression? This course looks at what you need to do before picking up the phone to make sure you’re ready to provide high-quality customer service. You will be equipped to provide the best first impression purely through how you communicate vocally and verbally. […]
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Live Chat Etiquette for Businesses

Course Details This short course explains what Live Chat is, and the ten criteria you should be considering while providing a live chat service. Concentrating on doing well in these ten criteria will help you be at the top of your game and ensure your customers have a great experience. What you’ll learn
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Customer Service 201: Achieving Excellence

Course Details This short course explains the importance of delivering excellent customer service. There are a number of things every person in the organization can do to provide great service. It is not just the responsibility of the customer service team or receptionist. Everyone in the business should be looking to provide great service to […]
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The TED Approach: Asking Questions as a Customer Service Team

Course Details As a contact center representative, you’ll learn quickly that every call and every caller are unique. A solution may work for some, but not for others. New problems and complaints arise all the time and you must learn to quickly and effectively troubleshoot these issues. You might even be required to sell or […]
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Hands typing at a keyboard

Email Etiquette

Course Details Email is an important tool in today’s business world, and it is imperative this tool is used properly. By following email etiquette, you can communicate our message effectively, reduce the possibility of misunderstanding, and present a professional image. This course will help you understand best practices for composing and responding to messages, and […]
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