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Customer Service Skills - The Shift!
Getting Started
Introduction (1:18)
Tell Us About Yourself (0:27)
Download Course Workbook (0:28)
How To Get Help (U-Connect Resources) (0:13)
What You'll Learn & Debunk the Myths! (3:34)
Business Friendly - Part I
How to Minimize Client Effort (0:36)
Easy to Do Business With (3:15)
Easy to Do Business With Workbook (2:59)
Time to Hone the Skill! (5:03)
Customer Bullying and The Ripple Effect (4:52)
Authoritarian Vs. Inclusive Decision Making (1:55)
Understanding their Why (3:29)
Integrating Vision, Mission and Values into Service (3:47)
Check for Understanding
Professionalism, Respect & Handling Difficult People - Part II
How to Handle Difficult Customers - Prelude (0:56)
Your Top Ten Customer Issues (5:04)
Decision Trees (3:26)
Be Empowered! (1:25)
How We Effectively Communicate (3:29)
The Sweet Spot! (3:29)
Fear of Reprisal!...Or Customer Bullying! (3:12)
What are YOUR Triggers? (1:04)
The Tongue is the Strongest Muscle in the Body! (1:30)
Commonly used Words & Phrases Change Now! (1:05)
Common Customer Service Issues-Eliminate Now! (5:39)
Check for Understanding
Culture Engagement - Part III
Teamwork and Collaboration - Respect (6:57)
Culture Survey and the Why (1:44)
Set S.M.A.R.T Goals Now! (4:04)
Check for Understanding
Final Survey - Please : ) (0:35)
The Tongue is the Strongest Muscle in the Body!
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