Customer Service

An effective customer service strategy is not just about answering the phone. It’s about providing value to the customer throughout their entire experience with your company. Don’t just “deal with your customers”. Help them and offer solutions that could enhance their experience with you. Be the best version of yourself, available to them from the start!

• Learn the difference between Customers Support and Customer Service.
• Learn why it’s more valuable to keep a customer than replace one.
• Uncover why “dealing with customers” is not an effective strategy.

Estimated Time to Complete:

• Video – 6.5 Minutes

Customer Service Etiquette provides the tools to help you quickly and easily speak with your customers so that they feel comfortable and build trust with your company. Learn how to phrase, apply tone, and speak clearly so that you can best communicate with your customers.

• Learn how to choose the words you say and the words you don’t say.
• Discover several tips for utilizing proper tone when talking to a customer.
• Learn how to slow down and enunciate when a customer is having difficulty understanding you.

Estimated Time to Complete:

• Video – 7.5 Minutes

If you’re feeling apathetic towards your customer’s pain points, it’s time to take a step back and deploy sympathy or empathy. The difference between sympathy & empathy is subtle, but it can be the difference between customer satisfaction and customer disappointment.

• Learn the difference between Apathy, Sympathy, and Empathy.
• Learn a variety of Sympathy statements and when to use them.
• Learn how to apply Empathy when Sympathy isn’t enough.

Estimated Time to Complete:

• Video – 5 Minutes

Customer satisfaction is important. That’s why we’re working on the 80% of customer frustration within our control. Instead of making them do things and telling them what we cannot do for them, make their life easier by being proactive and taking control.

• Learn how to focus on the 80% of customer frustration within your control.
• Learn how to share what you can do instead of making the customer do something.
• Learn how to improve the customer experience by sharing what you can do instead of what you can’t.

Estimated Time to Complete:

• Video – 6.5 Minutes

Happy to Help is the ultimate customer service tool. By learning how to begin the customer engagement with a proper introduction, you will see a huge increase in customer satisfaction.

• Learn how to properly introduce yourself at the beginning of a customer interaction.
• Learn how to take control within the first 30-seconds of the conversation.
• Discover how to empathize with the customer to become credible versus a barrier.

Estimated Time to Complete:

• Video – 4.5 Minutes

One of the biggest reasons a customer tries to take control is because they have assumed that you won’t. You can change that assumption by showing that you’re both competent and capable during inbound conversations and outbound conversations.

• Learn a tool to help keep control on inbound interactions.
• Learn how to start out your outbound interactions and stay in control.
• Learn the reason why customers try to take control of a conversation instead of letting you.

Estimated Time to Complete:

• Video – 6.5 Minutes

Keep your personal touch in a digital communication channel. These simple tips make sure that your team members are staying efficient while your customers are getting the help they need.

• Learn to avoid jargon and industry language.
• Learn how acronyms can be misinterpreted.
• Learn to greet the customer and explain things in detail.

Estimated Time to Complete:

• Video – 4.5 Minutes

The goal of email or chat is to have a quick exchange of information that leads to a decision being made or an action being taken. Discover how to resolve in as few dialogue exchanges as possible and reduce your digital ping-pong conversations.

• Learn how to solve customer issues in fewer exchanges.
• Learn how to answer anticipatory questions to reduce another question.
• Learn how to leverage Materials & FAQ’s to assist in customer satisfaction.

Estimated Time to Complete:

• Video – 4.5 Minutes

Canned responses, while efficient, aren’t a replacement for actual customer service. Spend the time to modify your canned responses and update them as time goes on to ensure that they are meeting the needs of your customers. When you spend time giving your canned responses a personal touch, your customers will feel that those responses are more personal to them.

• Learn how using you name and a signature builds credibility.
• Learn how to craft a variety of responses for multiple situations.
• Learn to develop concise responses that allow you time to research and provide a more detailed response.

Estimated Time to Complete:

• Video – 5 Minutes

Customers will be frustrated no matter what we do, 20% of the time. By learning to remove your ego and turn conflicts into problems, you can limit your customer’s frustration. This course is a collection of tips on how to help your customers stay rational towards a solution.

• Learn how to let them talk and feel heard.
• Learn how to come together and agree on something.
• Learn how to reduce the repetitive complaint and work towards a resolve.

Estimated Time to Complete:

• Video – 13.5 Minutes

Review the items you can control and how to manage the customers that have escalated frustration. Put yourself in a winning position by remembering that you are dealing with people, not widgets. Put a focus on these skills and build a loyal customer base.

• Learn to focus on the proactive customer service tactics over the reactive.
• Learn to never accuse, excuse, or confuse the customer.
• Learn to always follow-up when you say you will.

Estimated Time to Complete:

• Video – 3.5 Minutes