Instructors: Management Study Guide
1 section * 8 lectures * 30m total length
Video: MP4 1280x720 44 KHz | English + Sub

Duration: 49m | .MP4 1280x720, 30 fps(r) | AAC, 48000 Hz, 2ch | 641 MB
Genre: eLearning | Language: English
Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but-with the right approach-you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz, 2 Ch
Genre: eLearning | Language: English + srt | Duration: 10 lectures (52m) | Size: 164.3 MB
Improve Customer Service using this practical complaint handling course

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.00 GB | Duration: 1h 48m
Master the art of customer service and deliver an outstanding experience every time

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 758 MB | Duration: 2h 51m
Learn how to use all available options of Zendesk and manage your tickets like a real PRO. This is a complete training

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 687 MB | Duration: 1h 56m
How to provide great customer support using Zendesk, a course for beginners

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 776 MB | Duration: 1h 38m
How CRM, Customer Care, Customer Service, Customer Satisfaction and Customer Experience will 10X your profits.

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.11 GB | Duration: 1h 15m
Communication Techniques for Handling Customer Requests

Duration: 35m | .MP4 1280x720, 30 fps(r) | AAC, 48000 Hz, 2ch | 427 MB
Genre: eLearning | Language: English
If you're a hiring manager, there's probably no worse feeling than realizing you've hired the wrong person, especially in a customer service role. Not only have you spent valuable time and money, but you've also hired someone who may do a poor job representing your company to the people you want to impress the most, your customers. How do you make sure a candidate with a great resume and great interview is actually a good fit? In this course, customer service expert and certified assessment trainer David Brownlee shows how you can use personality assessments to bolster your confidence that you're hiring the right people for your customer service roles. David covers two types of personality assessments-DISC and motivation-and shows how they can give you insight into a person's true behavior and motivations, and how you can use these to find and retain the best customer service performers.

MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz, 2 Ch
Skill Level: Avanced | Genre: eLearning | Language: English + srt | Duration: 1h 13m | Size: 234 MB
If you are a customer service manager or a sales manager, you know how important it is to identify a customer's value to your company. But how do you assign the value? How do you determine what is most valuable to your company? In this course, instructor Noah Fleming walks you through ways to define, create, and evaluate customer value. Noah explains both the way the business defines customer value and the way the customer defines value. He goes over a number of simple ways to create customer value and ways to measure customer value. Then Noah dives into the value narrative, covering steps like understanding value over price, reviewing your company messaging, and reshaping your value narrative. He finishes up with some advanced tips, such as proactively extracting customer value, considering current value vs. future value, and sorting from low value to high value.