Customer Service Excellence Mastery
Customer Service Excellence Mastery
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Module 1: Foundations of Customer Service
Lesson 1.1: The Customer Service Mindset --- Creating Value
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Lesson 1.2: Customer Management Simulation (Interactive)
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Lesson 1.2: Customer Management Simulation (Interactive) Papiamentu
Video - 00:3:00 mins
Lesson 1.3: Understanding Customer Psychology --- Reading the Room
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Lesson 1.4: First Impressions & Service Standards
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Module 2: Communication for Service Excellence
Lesson 2.1: Active Listening --- The Foundation of Understanding
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Lesson 2.2: Empathetic Communication --- Connecting Emotionally
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Lesson 2.3: Clear & Positive Language --- What to Say (and Not Say)
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Lesson 2.4: Written Communication --- Email, Chat, and Social Media
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Module 3: Handling Complaints & Difficult Situations
Lesson 3.1: The Anatomy of a Complaint --- What Customers Really Want
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Lesson 3.2: De-escalation Techniques --- Calming the Storm
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Lesson 3.3: Problem-Solving Frameworks --- Finding Solutions
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Lesson 3.4: Service Recovery --- Turning Complaints into Loyalty
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Module 4: Product Knowledge & Expertise
Lesson 4.1: Mastering Your Product/Service Portfolio
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Lesson 4.2: Consultative Service --- Becoming a Trusted Advisor
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Lesson 4.3: When You Don't Know --- Handling Knowledge Gaps
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Module 5: Omnichannel Service Excellence
Lesson 5.1: Phone Service Mastery --- Voice-Only Excellence
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Lesson 5.2: Digital Channels --- Chat, Email, and Messaging
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Lesson 5.3: Social Media & Public Response --- Your Brand on Display
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Lesson 5.4: In-Person Excellence --- The Human Touch
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Module 6: Service Quality & Professional Growth
Lesson 6.1: Service Metrics That Matter
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Lesson 6.2: Self-Care & Resilience --- Sustaining Service Excellence
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Lesson 6.3: Continuous Improvement --- The Service Professional's Journey
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Lesson 6.4: Building a Service Culture --- Leading by Example
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Design by Omar Cicilia
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