Course curriculum

    1. Identifying Customer Needs

    2. Leska Lord - Common Questions from Customers

    3. Effective Questioning to Identify Root Causes

    4. Effective Questioning to Identify Root Causes | Quiz

    5. Active Listening

    6. Effective Writing & Verbal Skills

    7. Effective Writing & Verbal Skills | Quiz

    8. Setting Customer Expectations

    9. Follow-Up & Feedback

    10. Voice of the Customer

    11. Chapter Quiz

    1. Building Rapport & Trust

    2. Creating Positive Interactions

    3. Verbal and Non-Verbal Communication Skills

    4. Personalizing Interactions to Enhance Customer Satisfaction

    5. Meet Josh Dowdy | Customer Support Manager

    6. Chapter Quiz

    1. Jira in Your Day-to-Day

    2. Intercom Resources

    1. Utilizing Available Tools

    2. Critical Thinking

    3. Root Cause Analysis

    4. Jeantelle Hill - Ticket Handling

    5. Troubleshooting

    6. Chapter Quiz

    1. Understanding Policies

    2. Escalation Procedures

    1. Empathy

    2. "Yes, and..." Statements

    3. Using "I" Statements

    4. Turning Negative Experiences into Positive Outcomes

    5. Turning Negative Experiences into Positive Outcomes | Assignment

    6. Chapter Quiz

About this course

  • Free
  • 34 lessons
  • 1 hour of video content

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