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Course Curriculum

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

  • 1

    Welcome to Customer Service Essentials

    • Welcome!
  • 2

    Mindset and Voice Tone

    • Welcome to Module 2
  • 3

    Greeting Your Callers

    • Welcome to Module 3
  • 4

    Acknowledge and Take the Lead

    • Welcome to Module 4
  • 5

    Empathy

    • Welcome to Module 5
  • 6

    Gems for Conversations

    • Welcome to Module 6
  • 7

    Delivering Negative Information

    • Welcome to Module 7
  • 8

    Troublemakers

    • Welcome to Module 8
  • 9

    Attentive Listening

    • Welcome to Module 9
  • 10

    Etiquette: Holds, Transfers, and Wrap-Up

    • Welcome to Module 10
  • 11

    Best Practices for Email and Chat

    • Welcome to Module 11
  • 12

    Difficult Customers

    • Welcome Module 12
  • 13

    Accountability

    • Welcome to Module 13
  • 14

    Action Plan!

    • Welcome to Module 14