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Customer Service Cycle Management Curriculum

COURSE
Chart Learning Solutions
9 hrs 23 mins

Customer Service Cycle Management Curriculum

COURSE
Chart Learning Solutions
9 hrs 23 mins
OR
Included in GO1 PremiumStarting from $12 per user for teamsLearn moreTry it free
OR
Included in GO1 PremiumStarting from $12 per user for teamsLearn moreTry it free

Our service cycle-management curriculum focuses on customer-facing skills and behaviors needed when working with internal and external customers clients and prospects. This course includes:

  • First Impressions

  • Building Rapport

  • Questioning

  • Listening

  • Problem-Solving

  • Difficult Situations

  • Follow-Through

  • Project Management

Learning
First Impressions
First Impressions: Greetings and Introductionsinteractive
First Impressions: Customer Courtesyinteractive
First Impressions: Professional Imageinteractive
First Impressions: Word Choicesinteractive
First Impressions: Telephone Skillsinteractive
Building Rapport
Building Rapport: Business Etiquette & Customer Careinteractive
Building Rapport: Instant Rapportinteractive
Building Rapport: Building Trust and Respectinteractive
Building Rapport: Confidence in Any Situationinteractive
Building Rapport: Building Positive Relationshipsinteractive
Building Rapport: Greetings and Introductions in Salesinteractive
Questioning
Questioning Skills: Introduction to STēR Questionsinteractive
Questioning Skills: Pinpointing Needs with STēR Status Questionsinteractive
Questioning Skills: Finding Problems with STēR Trouble Questionsinteractive
Questioning Skills: Building Needs with STēR Evaluation Questionsinteractive
Questioning Skills: Closing Sales with STēR Recommendation Questionsinteractive
Listening
Authentic Listening: Introductioninteractive
Authentic Listening: Increasing Concentrationinteractive
Authentic Listening: Building Curiosityinteractive
Authentic Listening: Gaining Clarityinteractive
Authentic Listening: Critical Listeninginteractive
Problem-Solving
Problem Solving: Early Problem Recognitioninteractive
Problem Solving: Four Stages of Creative Problem Solvinginteractive
Problem Solving: Defining Problems Accuratelyinteractive
Problem Solving: Crisis Resolutioninteractive
Problem Solving: Confident Decision-Makinginteractive
Difficult Situations
Difficult Situations: Calming Upset Customersinteractive
Difficult Situations: Dealing with Difficult Customersinteractive
Difficult Situations: Call Escalationinteractive
Difficult Situations: Handling Complaintsinteractive
Difficult Situations: Delivering Bad Newsinteractive
Follow-Through
Follow-Through: Upselling Opportunitiesinteractive
Follow-Through: Preventing Buyer's Remorseinteractive
Follow-Through: Email Etiquetteinteractive
Follow-Through: Customer Feedback and Satisfaction Surveysinteractive
Follow-Through: Keeping Customers for Lifeinteractive
Project Management
Project Management: Introductioninteractive
Project Management: Project Definitioninteractive
Project Management: Project Planninginteractive
Project Management: Project Implementationinteractive
Project Management: Project Closureinteractive