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Maintaining Customer Service Across Channels (CSE01)
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Customer Service Essentials
Maintaining Customer Service Across Channels (CSE01)
“Should we be focusing on customer service or customer experience?” That might sound like a trick question, but customer service and customer experience are two very different parts of the same puzzle. Understanding how the two terms...
The Importance of Brand (CSE02)
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Customer Service Essentials
The Importance of Brand (CSE02)
Know your brand. Would it surprise you to learn that knowing your brand is one of the best ways to provide top-notch customer service? A brand isn’t only a logo, a quirky name, or a social media presence – it’s also the knowledge and...
Customer Relationships (CSE03)
C$9.99
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Customer Service Essentials
Customer Relationships (CSE03)
When you’re trying to solve a customer’s problem or make a sale, it can be a challenge not to focus on your own agenda. You have quotas to meet and metrics to beat. But handling a situation incorrectly or in a pushy manner will not...
Customer Loyalty (CSE04)
C$9.99
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Customer Service Essentials
Customer Loyalty (CSE04)
Think back to any time you were rudely refused a refund, cold-called or received an impersonal birthday message from a stranger on LinkedIn, and you’ll realize you know exactly how to destroy a potential customer relationship. Keeping...
Effective Problem Solving (CSE05)
C$9.99
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Customer Service Essentials
Effective Problem Solving (CSE05)
You’re most likely familiar with this scenario. A difficult issue or unreasonable request comes up during the 5 minutes before the end of your shift. You’re tempted to shoot off the first response that comes to mind just to get the customer...
Handling Complaints Gracefully (CSE06)
C$9.99
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Customer Service Essentials
Handling Complaints Gracefully (CSE06)
It’s a well-known fact that everyone loves to give advice, but nobody likes to take it. And this doesn’t change because you’ve got your name on the office door, or you’re the employee of the year. But, unhappy employees or disgruntled...
Cross-selling and Up-selling (CSE07)
C$9.99
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Micro-Learning Courses
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Customer Service Essentials
Cross-selling and Up-selling (CSE07)
Imagine this: you’re in a salon booking an appointment for a basic haircut. The receptionist tells you that you can book with a different stylist – one with a fancy title – who’ll give you a better cut, but it will be pricier. You agree....
Managing Customer Expectations (CSE08)
C$9.99
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Micro-Learning Courses
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Customer Service Essentials
Managing Customer Expectations (CSE08)
Imagine if trains were to arrive ‘when they can’. Or people turned up at weddings on a different date than the one on the invitation. Or use-by dates on food weren’t accurate. The world would be in chaos. The most successful companies...
Technology (CSE09)
C$9.99
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Customer Service Essentials
Technology (CSE09)
We all know technology is great. Take electric motors – they work exceptionally well for Tesla. They’re eco-friendly and quiet. The invention is also thrilling because Tesla’s customers expect innovative changes. What would happen if...
Going beyond customer service (CSE10)
C$9.99
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Micro-Learning Courses
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Customer Service Essentials
Going beyond customer service (CSE10)
You can probably think of a time when you’ve been at the checkout, and the server has done the bare minimum. Checked out your items, ran your cash through the register, smiled and told you to ‘have a nice day’. All fine and dandy, but...

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