Course curriculum

  • 1

    Orientation

    • Workshop Structure
  • 2

    Intro

    • Introduction and Workshop Objectives

    • Pre-Workshop Review
  • 3

    Customer Service Basics

    • Basic Terms

    • Attitude

    • Customer Needs
  • 4

    Business Operations

    • Return Business

    • In-person Customer Service

    • Phone Customer Service

    • Online Customer Service
  • 5

    Conflict Resolution

    • Difficult Customers

    • Escalation
  • 6

    Downloads

    • Handouts
  • 7

    Exam

    • Customer Service Quiz