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Strategic Customer Care

COURSE
Sandler Admin
6 hrs

Strategic Customer Care

COURSE
Sandler Admin
6 hrs
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

Course Overview

This 12-part online course features instructor-led videos showing you and your customer care team how to increase customer satisfaction and retain more customers. Is there a greater challenge than working on the frontlines of an organization and dealing one-on-one with customers daily? Much hinges on this critical role – from building strong customer relationships to uncovering their ongoing needs, to establishing loyalty, to continued sales. Sandler's Strategic Customer Care program will explore what we do each day in customer facing roles and how to succeed at delivering exceptional service.


Target Audience

Customer Care Representatives


Learning Outcomes

  • Learn effective communication for customer care
  • Learn how to upsell and cross-sell
  • Advanced questioning techniques
  • Telephone and email best practices
  • Dealing with difficult people

Business Outcomes

  • More engaged and skillful staff
  • Better client retention
  • More referrals
  • Repeat customers
Learning
Introduction
Series Introvideo
Chapter 1 - On the Frontlines
On the Frontlines 1video • 2 mins
On the Frontlines 1.1video • 2 mins
On the Frontlines 1.2video • 4 mins
On the Frontlines 1.3video • 3 mins
On the Frontlines 1.4video • 3 mins
On the Frontlines 1.5video • 3 mins
On the Frontlines 1.6video • 3 mins
Chapter 2 - Effective Communication
Effective Communication 2.0video • 2 mins
Effective Communication 2.1video • 2 mins
Effective Communication 2.2video • 2 mins
Effective Communication 2.3video • 3 mins
Effective Communication 2.4video • 2 mins
Chapter 3 - Breaking Through Your Comfort Zone
Breaking Through Your Comfort Zone 3.0video • 2 mins
Breaking Through Your Comfort Zone 3.1video • 3 mins
Breaking Through Your Comfort Zone 3.2video • 2 mins
Breaking Through Your Comfort Zone 3.3video • 2 mins
Breaking Through Your Comfort Zone 3.5video • 2 mins
Breaking Through Your Comfort Zone 3.4video • 2 mins
Breaking Through Your Comfort Zone 3.6video • 2 mins
Breaking Through Your Comfort Zone 3.7video • 2 mins
Chapter 4 - Up-Front Contracts
Up-Front Contracts 4.0video • 2 mins
Up-Front Contracts 4.1video • 2 mins
Up-Front Contracts 4.1.1video • 3 mins
Up-Front Contracts 4.2video • 2 mins
Up-Front Contracts 4.3video • 2 mins
Chapter 5 - Understanding Your Customers
Understanding Your Customers 5.0video • 2 mins
Understanding Your Customers 5.1video • 2 mins
Understanding Your Customers 5.2video • 2 mins
Understanding Your Customers 5.3video • 2 mins
Understanding Your Customers 5.4video • 3 mins
Understanding Your Customers 5.5video • 3 mins
Understanding Your Customers 5.6video • 1 min
Understanding Your Customers 5.7video • 2 mins
Understanding Your Customers 5.8video • 2 mins
Understanding Your Customers 5.9video • 2 mins
Understanding Your Customers 5.10video • 4 mins
Understanding Your Customers 5.11video • 4 mins
Understanding Your Customers 5.12video • 3 mins
Chapter 6 - Questioning Techniques
Questioning Techniques 6.0video • 2 mins
Questioning Techniques 6.1video • 2 mins
Questioning Techniques 6.1.1video • 3 mins
Questioning Techniques 6.1.2video • 3 mins
Questioning Techniques 6.1.3video • 2 mins
Chapter 7 - Up-Selling and Cross-Selling
Up-Selling and Cross-Selling 7.0video • 2 mins
Up-Selling and Cross-Selling 7.1video • 2 mins
Up-Selling and Cross-Selling 7.2video • 3 mins
Up-Selling and Cross-Selling 7.3video • 3 mins
Up-Selling and Cross-Selling 7.4video • 3 mins
Up-Selling and Cross-Selling 7.5video • 2 mins
Chapter 8 - Telephone and Email Communication
Telephone and Email Communication 8.0video • 3 mins
Telephone and Email Communication 8.1video • 3 mins
Telephone and Email Communication 8.2video • 3 mins
Telephone and Email Communication 8.3video • 4 mins
Telephone and Email Communication 8.4video • 3 mins
Chapter 9 - Understanding our Customer's Transactional Analysis
Understanding our Customers: Transactional Analysis 9.0video • 2 mins
Understanding our Customers: Transactional Analysis 9.1video • 3 mins
Understanding our Customers: Transactional Analysis 9.2video • 2 mins
Understanding our Customers: Transactional Analysis 9.3video • 2 mins
Understanding our Customers: Transactional Analysis 9.4video • 2 mins
Understanding our Customers: Transactional Analysis 9.5video • 4 mins
Chapter 10 - Dealing with Difficult People
Dealing with Difficult People 10.0video • 2 mins
Dealing with Difficult People 10.1video • 2 mins
Dealing with Difficult People 10.2video • 3 mins
Dealing with Difficult People 10.3video • 3 mins
Dealing with Difficult People 10.4video • 3 mins
Chapter 11 - Formula for Success
Formula for Success 11.0video • 3 mins
Formula for Success 11.1video • 3 mins
Formula for Success 11.2video • 4 mins
Formula for Success 11.2.1video • 3 mins
Formula for Success 11.2.2video • 2 mins
Chapter 12 - Client Development through Sales
Client Development through Sales 12.0video • 2 mins
Client Development through Sales 12.1video • 2 mins
Client Development through Sales 12.2video • 3 mins
Client Development through Sales 12.3video • 2 mins
Client Development through Sales 12.4video • 3 mins
Client Development through Sales 12.4.1video • 2 mins
Client Development through Sales 12.5video • 3 mins
Client Development through Sales 12.6video • 2 mins
Course Wrap-Upvideo