Course Module Curriculum

    1. Module Overview

    2. M4 Pre-Knowledge Check

    1. Chapter Overview: Exceptional Service

    2. Effective Customer Communication

    3. Practice Active Listening

    4. Your Turn: Practice Active Listening

    5. Express Empathy

    6. Your Turn: Express Empathy

    7. Exceptional Customer Experiences

    8. Create Real Connections

    9. Presentation and Tone

    10. Chapter Recap: Exceptional Customer

    1. Chapter Overview: Procedures & Protocols

    2. Greetings and Closings: Email

    3. Greetings and Closings: Calls

    4. Proper Call Transfers

    5. Know the Product

    6. Understand the Issue

    7. Chapter Recap: Procedures & Protocols

    1. Chapter Overview: KPIs

    2. Terminology: KPIs & Metrics

    3. Email Performance Metrics

    4. Performance Metrics: Calls & Chat

    5. Customer Satisfaction KPIs

    6. Positive Customer Feedback

    7. Chapter Recap: KPIs

    1. Chapter Overview: Case Scenarios

    2. Email Inquiry: Setup Tasks, Retailer-Specific

    3. Email Inquiry: Upload Product Data, Compliance

    4. Incoming Phone Call: Angry Customer

    5. Incoming Phone Call: Login Trouble

    6. Incoming Phone Call: Talk to Retailer

    7. Customer Calls: Presentation Skills

    8. Customer Calls: All-Star Customer Engagements

    9. Chapter Recap: Case Scenarios

    1. Key Takeaways

    2. M4 Post-Knowledge Check

    3. M4 Survey

About this course module

  • 38 lessons
  • 0.5 hours of video content