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Customer Service Essentials Pre Evaluation
Disclaimer
Introduction to Module 1 - Customer Service Essentials
Module 1 - Session A: Pre Learning Assessment
Module 1 - Session A: Introduction to Customer Service Essentials
Module 1 - Session A: Customer Service Skills
Module 1 - Session A: Communication - Self Assessment
Module 1 Session A - Team vs Group Assessment
Module 1 - Session A: Post Learning Assessment
Module 1 - Session B: Pre Learning Assessment
Module 1 - Session B: Making Customer Service Top Priority
Module 1 - Session B: Teamwork Case Studies
Module 1 - Session B: Post Learning Assessment
Module 1 - Session C: Pre Learning Assessment
Module 1 - Session C: Delivering the Service Experience
Module 1 - Session C: Identifying Levels of Service Worksheet
Module 1 - Session C: Practice Meeting Expectations
Module 1 - Session C: Post Learning Assessment
Introduction to Module 2 - Cultural Considerations in Customer Service
Module 2 - Session A: Intro to Cultural Considerations in Customer Service
Module 2 - Session A: Cultural Awareness Questionnaire
Module 2 - Session A: Biases, Values and Assumptions
Module 2 - Session A Homework Assignment: Cultural Considerations in Customer Service
Module 2 - Session B: Communicating Across Cultures
Module 2 - Session B: Differences Between Direct and Indirect Communication Styles
Module 2 - Session B: Communication Hooks
Module 2 - Session C: Serving the Diverse Customer
Module 2 - Session C: How I Like to Be Treated Worksheet
Module 2 - Session C: First Impressions
Introduction to Module 3 - Exhibiting Respect
Module 3 - Session A: Introduction - Exhibiting Respect
Module 3 - Session A: Respect at Work - Self Check
Module 3 - Session A: Respectful Workplace - Self-Assessment
Module 3 - Session B: Dealing with Inappropriate Workplace Behaviour
Module 3 - Session B: Examples of Harassment Worksheet
Module 3 - Session B: Identifying Emotional Triggers
Module 3 - Session C: Being Inclusive
Module 3 - Session C: Case Scenarios - Being Inclusive
Module 3 - Session C: Self Assessment - Anti-Bias Behaviour
Introduction to Module 4 - Handling Difficult Situations
Module 4 - Session A - Introduction: Handling Difficult Situations
Module 4A - Handling Difficult Customers Self-Assessment
Module 4 - Session B: Listen Actively to Customer Concerns
Module 4 - Session B: Active Listening Action Plan
Module 4 - Session B: Listening Skills Self-Assessment
Module 4 - Session B: Tips for improving Listening with those speaking limited English
Module 4 - Session C: Putting it All Together
Module 4 - Session C: HDS Scenarios
Customer Service Essentials Post Evaluation
