| Module 1 | Course Introduction | |
|---|---|---|
| Unit 1 | Course Introduction (0:15) | |
| Unit 2 | Instructor Introduction (0:53) | |
| Module 2 | Lesson 01 - Understanding Customer Service | |
| Unit 1 | Understanding Customer Service (0:15) | |
| Unit 2 | Topic A: Understanding Customer Service (0:04) | |
| Unit 3 | What is Customer Service? (0:39) | |
| Unit 4 | What is Customer Care? (1:36) | |
| Unit 5 | Who is the Customer? (1:01) | |
| Unit 6 | Wow! Service (2:00) | |
| Unit 7 | Build Relationships (4:54) | |
| Unit 8 | Barriers to Excellent Customer Service (4:10) | |
| Unit 9 | Overcoming these Barriers (2:23) | |
| Unit 10 | Topic B: Identifying Customer Expectations (0:05) | |
| Unit 11 | Customers Want Someone Who… (1:30) | |
| Unit 12 | Customers Don’t Want Someone Who… (1:35) | |
| Unit 13 | Customer Support Stats (1:01) | |
| Unit 14 | Five Service Quality Factors (2:19) | |
| Unit 15 | Topic C: Providing Excellent Customer Service (0:05) | |
| Unit 16 | Characteristics of an Exceptional Service Provider (2:01) | |
| Unit 17 | Excellent Customer Service Mindset (0:54) | |
| Unit 18 | Developing an Excellent Customer Service Strategy (1:38) | |
| Unit 19 | Define the Current Situation (0:36) | |
| Unit 20 | Define all Targets and Values (0:21) | |
| Unit 21 | Implement Excellent Customer Service Strategy (0:26) | |
| Unit 22 | Stay in Tune with Customers’ Changing Needs (0:21) | |
| Unit 23 | Lesson 01 Review (0:21) | |
| Unit 24 | Review Questions | |
| Module 3 | Lesson 02 - Focusing on the Customer | |
| Unit 1 | Focusing on the Customer (0:16) | |
| Unit 2 | Guidelines for Making Positive Impressions (1:17) | |
| Unit 3 | Identify and Meet Customer Needs (0:22) | |
| Unit 4 | Questioning Techniques (0:20) | |
| Unit 5 | Effective Listening Technique (1:08) | |
| Unit 6 | Making a Positive Impression (1:13) | |
| Unit 7 | Who Needs Follow-up? (1:36) | |
| Unit 8 | Follow-up Methods (1:07) | |
| Unit 9 | Lesson 02 Review (0:28) | |
| Unit 10 | Review Questions | |
| Module 4 | Lesson 03 - Customer Service and the Telephone | |
| Unit 1 | Customer Service and the Telephone (0:19) | |
| Unit 2 | Telephone Etiquette (2:31) | |
| Unit 3 | Answer the Telephone (0:14) | |
| Unit 4 | Greeting (0:26) | |
| Unit 5 | Using Your Voice (0:54) | |
| Unit 6 | Showing You Are Listening (1:11) | |
| Unit 7 | Procedure for Transferring Calls (0:51) | |
| Unit 8 | Taking Meaningful Messages (1:22) | |
| Unit 9 | Lesson 03 Review (0:33) | |
| Unit 10 | Review Questions | |
| Module 5 | Lesson 04 - Handling Complaints | |
| Unit 1 | Handling Complaints (0:16) | |
| Unit 2 | Complaints (0:27) | |
| Unit 3 | Why Customers Don’t Complain (0:43) | |
| Unit 4 | View Complaints as Opportunities (1:41) | |
| Unit 5 | Five Forbidden Phrases (2:14) | |
| Unit 6 | Service Recovery (2:41) | |
| Unit 7 | Guidelines for Dealing with Difficult Customers (2:33) | |
| Unit 8 | Cope with Upset and Difficult Customers (1:19) | |
| Unit 9 | Lesson 04 Review (0:28) | |
| Unit 10 | Review Questions | |
| Module 6 | Lesson 05 - Enduring Stress | |
| Unit 1 | Enduring Stress (0:15) | |
| Unit 2 | Stress (0:32) | |
| Unit 3 | Sources of Stress (1:07) | |
| Unit 4 | Managing Your Reaction to Stress (2:24) | |
| Unit 5 | Identifying Your Beliefs (2:32) | |
| Unit 6 | Challenging Irrational Thoughts (1:45) | |
| Unit 7 | Using Questions to Challenge Thinking (1:16) | |
| Unit 8 | Using Questions to Challenge Thinking (1:16) | |
| Unit 9 | Lesson 05 Review (0:26) | |
| Unit 10 | Review Questions | |
| Unit 11 | Course Closure (0:56) |
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