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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

    • Welcome!
    • Goal #1 | Receptive and Cooperative Customers
    • Goal #2 | Build Your Reputation
    • Action Plan Download
    • Welcome to Customer Service Essentials: Review Quiz
    • Look Ahead: The Flow of a Typical Call
  • 2

    Mindset: Putting Customers First

    • Expectation
    • Circles of Influence
    • Voice Tone
    • Review Quiz
  • 3

    Greeting Your Customer

    • Before the Greeting
    • What To Say
    • How To Say It
    • Practice Makes Permanent
    • Greeting Your Customer: Review Quiz
  • 4

    Acknowledge and Take the Lead

    • Introduction
    • Acknowledge
    • Take the Lead
    • Activity
    • Acknowledge and Take the Lead: Review Quiz
  • 5

    Empathy

    • What is Empathy?
    • The Value of Empathy
    • Empathy Tones and Phrases
    • Empathy: Review Quiz
  • 6

    Gems for All Conversations

    • What Are Gems?
    • Mutual Words and Phrases
    • Affirming Words and Phrases
    • Help Statements
    • Gems for All Conversations: Review Quiz
  • 7

    Delivering Negative Information

    • Mindset
    • Word Choice
    • Inform and Move It Forward
    • Put It All Together
    • Delivering Negative Information: Review Quiz
  • 8

    Troublemakers

    • Troublemakers
    • Personal Accusatory Phrases
    • Heavy Obligations
    • A Better Way
    • Troublemakers: Review Quiz
  • 9

    Active Listening

    • Listen Up!
    • Barrier 1: Ourselves
    • Barrier 2: Distractions
    • Overcoming Barriers
    • Active Listening: Review Quiz
  • 10

    Etiquette: Holds, Transfers, and Wrap-Up

    • What is Etiquette?
    • Hold Technique
    • Transfers
    • Wrap Up the Conversation
    • Practice Activity
    • Etiquette: Holds, Transfers, and Wrap-Up: Review Quiz
  • 11

    Best Practices for Email and Chat

    • Email and Chat
    • Applying Conversation Techniques to Written Communication
    • Tips for Email
    • Tips for Chat
    • Additional Resources
    • Best Practices for Email and Chat: Review Quiz
  • 12

    Difficult Customers

    • Causes of Difficult Conversations
    • Be An Ambassador
    • Word Choices
    • Difficult Customers: Review Quiz
  • 13

    Accountability

    • What is Accountability?
    • Slips and Successes
    • Accountability Boosters
    • Activity: Accountability Boosters
    • Accountability: Review Quiz
  • 14

    Action Plan!

    • The Forgetting Curve
    • Customer Service Essentials: Final 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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