Features

  • Comprehensive Skills Training

    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.

  • Engaging Activities

    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.

Course Curriculum

CSE contains 14 modules that each take about 10-15 minutes to complete:

  • 1
    Welcome to Customer Service Essentials
  • 2
    Mindset: Putting Customers First
  • 3
    Greeting Your Customer
  • 4
    Acknowledge and Take the Lead
  • 5
    Empathy
  • 6
    Gems for All Conversations
  • 7
    Delivering Bad News
  • 8
    Troublemakers
  • 9
    Active Listening
  • 10
    Etiquette: Holds, Transfers, and Wrap-Up
  • 11
    Best Practices for Email and Chat
  • 12
    Difficult Customers
  • 13
    Accountability
  • 14
    Action Plan!
  • Welcome! Goal #1 | Receptive and Cooperative Customers Goal #2 | Build Your Reputation Action Plan Download Look Ahead: The Flow of a Typical Call Review Quiz
  • Expectation Circles of Influence Voice Tone Review Quiz
  • Before the Greeting What To Say How To Say It Practice Makes Permanent Review Quiz
  • Introduction Acknowledge Take the Lead Activity Review Quiz
  • What is Empathy? The Value of Empathy Empathy Tones and Phrases Review Quiz
  • What Are Gems? Mutual Words and Phrases Affirming Words and Phrases Help Statements Review Quiz
  • Mindset Word Choice Inform and Move It Forward Put It All Together Review Quiz
  • Troublemakers Personal Accusatory Phrases Heavy Obligations A Better Way Review Quiz
  • Listen Up! Barrier 1: Ourselves Barrier 2: Distractions Overcoming Barriers Review Quiz
  • What is Etiquette? Hold Technique Transfers Wrap Up the Conversation Practice Activity Review Quiz
  • Email and Chat Applying Conversation Techniques to Written Communication Tips for Email Tips for Chat Additional Resources Review Quiz
  • Causes of Difficult Conversations Be An Ambassador Word Choices Review Quiz
  • What is Accountability? Slips and Successes Accountability Boosters Activity: Accountability Boosters Review Quiz
  • The Forgetting Curve CSE Review Quiz Call to Action

Single Course

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Multiple Seat Packages

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.

  • $1,390.00

    $1,390.0010 Seats | $139 each (10% off)

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  • $2,460.00

    $2,460.0020 Seats | $123 each (20% off)

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  • $5,400.00

    $5,400.0050 Seats | $108 each (30% off)

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