Customer Service
Understanding the Customer Experience (101)
Knowing your customers better helps you build a stronger bridge to provide greater opportunities to motivate them and increase their satisfaction with the experience and in turn, benefit the business success, that is its purpose. In this module, you will learn to.
- Identify what they want (eg. to feel important, heard, understood, trust you’ll meet expectations, etc.)
- Utilize the “Platinum Rule” to reveal and fulfill their expectations
- Uncover strategies for when you can’t meet their expectations
- Use techniques for controlling the conversation and setting respectful boundaries
- Apply individual strategies learned from the zoo (the lions, tigers, bears, lambs)
Dealing with Difficult Customers (201)
Knowing your customers better helps you build a stronger bridge to provide greater opportunities to motivate them and increase their satisfaction with the experience and in turn, benefit the business success, that is its purpose. In this module, you will learn to.
- Identify what they want (eg. to feel important, heard, understood, trust you’ll meet expectations, etc.)
- Utilize the “Platinum Rule” to reveal and fulfill their expectations
- Uncover strategies for when you can’t meet their expectations
- Use techniques for controlling the conversation and setting respectful boundaries
- Apply individual strategies learned from the zoo (the lions, tigers, bears, lambs)
Communicating Across Different Styles (301)
Understanding personality types can help you to understand personal preferences of other people and help you to strategize how best to get results with them. This in turn, can help you manage interactions for better results in how you lead, communicate, collaborate, negotiate and influence others in personal and professional settings. In this module, you’ll learn to::
- Identify the four basic styles that you’ll encounter with style assessment tools.
- Understand the underlying factors that create certain behavioral responses.
- Find a positive perspective on clashing styles and how to improve interpersonal
- Explore options for resolving the conflict between team members based on different styles
- Uncover strategies address discordant team environment
Building Rapport (401)
Rapport is a fundamental building block of any positive and sincere relationship. Establishing good rapport with someone will better your communications, influence and outcomes in both personal and professional environments. In this module you will learn to:
- Understand the positive value as well as dark side of rapport-building
- How to increase awareness of your initial impression on others.
- Understand the basics of building connection with others
- How to demonstrate authenticity and empathy
- Techniques to strengthening and maintaining rapport
- Strategies for repairing damage to relationships