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Developing a Dynamic and Profitable Customer Service Team

Module One: Getting Started
Module One: Course Overview
Preview
Module Two: Who We Are and What We Do
Module 2: Video Lesson
Module 2: Worksheets
Module 2: Case Study
Module Three: Establishing Your Attitude
Module 3: Video Lesson
Module 3: Worksheets
Module 3: Case Study
Module Four: Identifying and Addressing Customer Needs
Module 4: Video Lesson
Module 4: Worksheets
Module 4: Case Study
Module Five: Generating Return Business
Module 5: Video Lesson
Module 5: Worksheets
Module 5: Case Study
Module Six: In-Person Customer Service
Module 6: Video Lesson
Module 6: Worksheets
Module 6: Case Study
Module Seven: Giving Customer Service Over the Phone
Module 7: Video Lesson
Module 7: Worksheets
Module 7: Case Study
Module Eight: Providing Electronic Customer Service
Module 8: Video Lesson
Module 8: Worksheets
Module 8: Case Study
Module Nine: Recovering Difficult Customers
Module 9: Video Lesson
Module 9: Worksheets
Module 9: Case Study
Module Ten: Understanding When to Escalate
Module 10: Video Lesson
Module 10: Worksheets
Module 10: Case Study
Module Eleven: Ten Things You Can Do to Wow Customers Every Time
Module 11: Video Lesson
Module 11: Worksheets
Module 11: Case Study
Module Twelve: Wrapping Up
Module 12: Closing Comments
Module 12: Action Plan
Module 12: Recommended Reading

Module Six: In-Person Customer Service

Developing a Dynamic and Profitable Customer Service Team
By: Dr. Kevin S. Hairston
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