: In our Customer Service Survival Skills course, students will learn how to get to the heart of customer service; a challenging but not impossible achievement. Customers expect quality service and in return will provide loyalty. Businesses today understand that customer service loyalty contributes to the success and growth of a business. This is why it is important understand the importance in learning, developing and improving the skills needed to communicate effectively in a professional manner with customers.
: This class supported by an Educational Mentor. Educational mentors have worked or are working in the subject they mentor. Educational Mentors review student work, student progress, and interact with students as needed. They respond to any questions or concerns you might have, as well as encouraging and motivating you to succeed.
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Lesson 1
• Customer Service Survival Skills Module 1
Understanding the Worst Case Scenarios
• Understanding the Moment
• Leaning into Criticism
• Achieving Deep Acknowledgment
• Cultural Intelligence vs Other Intercultural Approaches
• Safe Way to Deliver Bad News
• Customer Service Survival Skills Module 2
Problem Solving and Putting into Action
• Powerful Problem Solving
• Reframing Your Message
• Grounding an Angry Outburst
• Immune to Intimidation
• Wrap-Up
• Customer Service Survival Skills Module 3
Your Worst Customer Situations
• You’re the Boss
• Don’t You Know Who I am?
• The Concert that Never Was
• I’ll Be Suing You
• Quelling a Social Media Firestorm
• Customer Service Survival Skills Module 4
Framing Your Response for a Resolution
• Just Plain Terrible
• Anger Management
• Not So Smart
• When Talking is Not Enough
• Customer Crisis to Excellence
Module 5: Healthcare Fundamentals
Module 6: Communication in Healthcare
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