CSE features 12 of our best skills and techniques for providing great customer service.
Learners will also receive reference and support materials to help them transfer their new skills learning to the real world.
Tired of endless slides? This course features a variety of interactive elements to support different learning styles. Our techniques are presented through videos, call recordings, high-quality images, interactive flash cards, and more.
Ready for Any Device
Our simple, mobile-friendly training platform responds to whatever device you prefer. Start the course on one device and pick it up later on a different one. The challenge is in the training, not the technology.
CSE contains 14 modules that each take about 10-15 minutes to complete:
Welcome to Customer Service Essentials
Mindset: Putting Customers First
Greeting Your Customer
Acknowledge and Take the Lead
Gems for All Conversations
Delivering Bad News
Etiquette: Holds, Transfers, and Wrap-Up
Best Practices for Email and Chat
Goal #1 | Receptive and Cooperative Customers
Goal #2 | Build Your Reputation
Action Plan Download
Look Ahead: The Flow of a Typical Call
Circles of Influence
Before the Greeting
What To Say
How To Say It
Practice Makes Permanent
Take the Lead
What is Empathy?
The Value of Empathy
Empathy Tones and Phrases
What Are Gems?
Mutual Words and Phrases
Affirming Words and Phrases
Inform and Move It Forward
Put It All Together
Personal Accusatory Phrases
A Better Way
Purchasing for a team? We offer 3 different packages that provide volume discounts and allow you to purchase all of your seats in one transaction. You will receive simple instructions that allow your learners to access the course whenever they are ready.