This course is about more than just difficult customers; it is a comprehensive training program that teaches customer service from A-Z.
This course is created with busy professionals in mind. We have structured the lessons so you can easily get to the information that is most pertinent to your role
This is not your "same old" customer service training. Using modern principles from neuroscience and psychology, this course reveals innovative strategies and new approaches to service fundamentals.
By taking this course today, you'll get a masterclass in customer service with a special focus on how to handle the most challenging and difficult customer service situations.
This module establishes the basic concepts and best practices for the course.
The next four modules are all about better understanding customer psychology and emotion
M2: UNDERSTANDING: HUMANS
Teaches core principles of psychology and human emotion that are relevant to customer service.
M3: UNDERSTANDING: OURSELVES
This module helps us better understand how we react to customers. It delves into mindset, focus, pride, and how we can better set ourselves up for success.
M4: UNDERSTANDING: CUSTOMERS
Here we look at the sources of challenging behaviors in customers and also address important concepts related to how modern customers behave and think.
M5: UNDERSTANDING: CHANNELS
Most people underestimate how much the different characteristics of each communication channel impact the strategies and techniques that go into serving customers. Here, we look at the unique characteristics of each major channel, including face-to-face, video, phone, email, chat and social.
The best way to solve a difficult customer service situation is to prevent it from happening in the first place. This module addresses where challenging situations come from and how we can potentially prevent them.
This is the first of two technique modules. This one is focused on fundamental techniques for working with customers.
This module focuses on advanced techniques and how to handle really challenging service situations, including when to walk away and when to ask a customer to take their business elsewhere.
It can be challenging to move on from a tough service interaction. This module gives you the tools to not only move past the "tough ones" but to work on improving experiences for the future.
M10: NEXT STEPS & RESOURCES
Here, we have some closing thoughts on how to use what you've learned and an exercise for putting your new knowledge into practice.
BONUS: SOLVE A STORY
In this bonus section, I actually take a few viral stories from the news and break down how the customer service reps and the organizations could have handled them.
Click the button to get the training program now and to become the absolute best customer service professional on your entire team!
The opportunity is right here, right now... You just need to take it.