Module 1	Customer Service
Unit 1	Getting Started (1:11)
Module 2	Who We Are and What We Do
Unit 1	Who We Are and What We Do (7:01)
Unit 2	Who We Are and What We Do Case Study (0:29)
Module 3	Establishing Your Attitude
Unit 1	Establishing Your Attitude (8:44)
Unit 2	Establishing Your Attitude Case Study (0:48)
Module 4	Identifying and Addressing Their Needs
Unit 1	Identifying and addressing customer needs (8:48)
Unit 2	Identifying and addressing customer needs Case Study (0:42)
Module 5	Generating Return Business
Unit 1	Generating Return Business (7:04)
Unit 2	Generating Return Business Case Study (0:39)
Module 6	In-Person Customer Service
Unit 1	In-Person Customer Service (5:54)
Unit 2	In-Person Customer Service Case Study (0:39)
Module 7	Giving Customer Service over the Phone
Unit 1	Giving Customer Service Over The Phone (6:48)
Unit 2	Giving Customer Service Over The Phone case Study (0:33)
Module 8	Providing Electronic Customer Service
Unit 1	Providing Electronic Customer Service (5:44)
Unit 2	Providing Electronic Customer Service Case Study (0:30)
Module 9	Recovering Difficult Customers
Unit 1	Recovering Difficult Customers (6:53)
Unit 2	Recovering Difficult Customers Case Study (0:35)
Module 10	Understanding When to Escalate
Unit 1	Understanding When to Escalate (5:33)
Unit 2	Understanding When to Escalate Case Study (0:33)
Module 11	Ten Things You Can Do To WOW Every Time
Unit 1	Ten Things You Can Do to WOW Customers (2:40)
Unit 2	Ten Things You Can Do to WOW Customers Case Study (0:30)
Unit 3	Closing (0:20)

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