Course
Understanding Customer Types (Personas) (CSM01)
$15.00
Customer Service Mastery
Understanding Customer Types (Personas) (CSM01)
Customer personas are created by brands to represent their current and target audiences. In-depth research into the behavior and choices of real people is used to create semi-fictional characters. Details like the character’s aspirations and...
Customer Service Coaching (CSM03)
$15.00
Customer Service Mastery
Customer Service Coaching (CSM03)
Whether they’re in face-to-face or remote roles, customer service employees are essential to the customer experience. So, it’s worth taking the time to make sure they’re developed and encouraged to progress professionally. Coaching ensures...
Managing Remote Customer Service Teams (CSM04)
$15.00
Customer Service Mastery
Managing Remote Customer Service Teams (CSM04)
It’s likely the organization you work for has already realized the benefits of remote customer service teams. Remote working can save money for employees and companies. And employee well-being and stress levels can also be improved. But what...
Customer Service through Social Media (CSM05)
$15.00
Customer Service Mastery
Customer Service through Social Media (CSM05)
Imagine working in a restaurant where 1 of your customers complained about their food. You wouldn’t dream of ignoring them. Being rude or failing to address their specific concern wouldn’t be acceptable either. Making sure that you know how...
High-Touch Customer Service (CSM06)
$20.00
Customer Service Mastery
High-Touch Customer Service (CSM06)
Are you impressed when a business gives you a personal reply rather than an automated email response? Then you’ve probably been on the receiving end of high-touch customer service. This approach to customer service is a good way to keep...
Self-Service Customer Management (CSM07)
$20.00
Customer Service Mastery
Self-Service Customer Management (CSM07)
Do you ever wonder why you’re still overwhelmed by calls in customer service, even though your company has self-service solutions? Most customers prefer self-service, but they still need to contact you if they can’t find the answers to their...
Empowering Customer Service (CSM08)
$15.00
Customer Service Mastery
Empowering Customer Service (CSM08)
Have you ever had that sinking feeling when a customer asks you a question that you should know the answer to, but don’t? It’s difficult to deliver great customer service if you don’t have the right information, tools, or support. But there...
Tracking and Improving the Customer Experience (CSM09)
$15.00
Customer Service Mastery
Tracking and Improving the Customer Experience (CSM09)
How well do you understand your customers’ experience with your business? When customers have positive experiences, they’re more likely to make purchases from you. The only way to know for sure how your customers feel is to track their...
Customer Service is not a Cost Center (CSM10)
$15.00
Customer Service Mastery
Customer Service is not a Cost Center (CSM10)
Do you see customer service as a necessity or an opportunity? In the past, customer-service departments were seen as cost centers. The company would try to reduce costs, leaving customer service understaffed with minimum investment. But customer...

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