Our Customer Service curriculum focuses on the customer-facing skills and behaviors essential for working with both internal and external customers, clients, and prospects. These courses are valuable for employees in customer-facing roles, including retail personnel and help-desk staff who have daily customer interactions.
Designed for executives, managers, supervisors, and emerging employees, these courses help individuals become more effective at leading themselves and others.
The Customer Service courses are structured into five sections, each featuring interactive tutorials, Application Activities, and Knowledge Checks. These tools equip you to transform knowledge into immediate, actionable behaviors.
Customer Service Management Suite (Chart Learning Solutions)
70 modules
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Course language:
ENG
Price:
Call
Description
1. FIRST IMPRESSIONS
- Greetings/Introductions
- Customer Courtesy
- Professional Image/Clothing
- Word Choices
- Telephone Skills
2. BUILDING RAPPORT
- Business Etiquette/Customer Care
- Instant Rapport
- Building Trust and Respect
- Confidence in any Situation
- Building Positive Relationships
3. PRODUCT/ PROCEDURE KNOWLEDGE
- Product & Procedural Knowledge
- Competitive Knowledge
- Building Credibility
- Developing Expertise
- Industry Trend Resource
4. TIME MANAGEMENT
- Missions/Goals/Manage “A” Priorities
- Eliminating Time Wasters
- Scheduling SMART
- Finding Hidden Time
- Maximizing Productivity
5. QUESTIONING
- Information Gathering
- Pinpointing Needs
- Self-Service Questions
- Open-Ended Questions
- Controlling the Conversation
6. LISTENING
- Authentic Listening
- Increasing Concentration
- Developing Curiosity
- Improving Clarity
- Critical Listening
7. PROBLEM-SOLVING
- Early Problem Recognition
- Four Stages of Creative Problem-Solving
- Defining Problems Accurately
- Confident Decision Making
- Crisis Resolution
8. STRESS MANAGEMENT
- Stress for Success
- Stress Management Techniques
- Resiliency
- Balancing Home and Career
- Preventing Job Burnout
9. DIFFICULT SITUATIONS
- Calming Upset/Irate Customers
- Difficult Customers
- Call Escalation
- Handling Complaints
- Delivering Bad News
10. MANAGING A CUSTOMER SERVICE TEAM
- Creating a Strategy
- Essentials of Customer Service
- Advanced Service Management
- Empowering your Team
- Measure Customer Service Performance
11. CULTURAL SENSITIVITY IN CUSTOMER SERVICE
- Why Cultural Sensitivity Matters
- Exceptional Service across Cultures
- Models to Help Understanding
- Communication Methods
- Confronting Bias
12. FOLLOW-THROUGH
- Upselling Opportunities
- Preventing Buyer’s Remorse
- Email Etiquette Follow-Through
- Customer Feedback and Satisfaction Surveys
- Keeping Customers for Life
13. SERVICE ATTITUDE
- Maintaining a Positive Attitude
- Character/Integrity
- Service Mistakes
- Equal Respect
- Service Resiliency
14. OPTIMIZING CUSTOMER COMMUNICATION ACROSS CHANNELS
- 4 Types of Customer Service
- Outstanding Customer e-mails and Live Chat
- Support on social media
- Mastering Service Phone Calls
- Strategies for Customer Success
List of lessons
01.
FIRST IMPRESSIONS
02.
BUILDING RAPPORT
03.
PRODUCT/ PROCEDURE KNOWLEDGE
04.
TIME MANAGEMENT
05.
QUESTIONING
06.
LISTENING
07.
PROBLEM-SOLVING
08.
STRESS MANAGEMENT
09.
DIFFICULT SITUATIONS
10.
MANAGING A CUSTOMER SERVICE TEAM
11.
CULTURAL SENSITIVITY IN CUSTOMER SERVICE
12.
FOLLOW-THROUGH
13.
SERVICE ATTITUDE
14.
OPTIMIZING CUSTOMER COMMUNICATION ACROSS CHANNELS
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