Course Description
Introductory Module
In this interactive module students will:
- Uncover the dramatic interruption that technology has forced upon customer service levels.
- Discover a unique method to deal with disruptions, especially when things don’t go as planned.
- Uncover the #1 Motivational Factor in today’s workplace, and it may not be what you think!
Module 1 “The 3 C’s of service”
In this interactive module students will:
- Discover 3 secret techniques to deliver incredible customer service that are used by the experts who handle every customer with ease and care.
- Understand the top 5 things that customers really want and keep customers for life!
Module 2 “Internal & External Customers”
In this interactive module students will:
- Identify the difference and importance of their internal and external customers.
- Understand why it is critical to work together on identifying service breakdowns at every touch-point.
- How to avoid negative imprinting within teams, especially when service breakdowns occur.
- Discover best practices for teams to continually learn, grow and seek resolve.
Module 3 “Managing Service Breakdowns & Finding 3rd Ways”
In this interactive module students will:
- Determine their own most common customer complaints heard, and specifically define possible solutions.
- Learn the “3rd Way Method”.
- Discover an amazing technique that only the best service providers use to deal with service breakdowns (even an unexpected crisis), with ease.
Module 4 “Age Friendly Service”
In this interactive module students will:
- Discover the urgent need to understand the impact of how aging demographics are impacting customer service levels throughout an organization.
- Learn about the normal aging challenges such as loss of vision, hearing, mobility, cognitive and even taste buds.
- Determine ways organizations can adapt to ensure they don’t lose this critical customer base.
Module 5 “The Knock it Off Nicely” Technique
In this interactive module students will:
- Uncover the secret word to remove when correcting or guiding customers so they work towards your ideas instead of away from them. (Bonus: this technique works whether it is your customer, boss or colleague).
- Learn a 3 step process to “getting to resolutions”.
- Discover eloquent language for dealing with even the most inflexible or persistent customer.
Module 6 “Managing Conflict in a Non-Confrontational Manner”
In this module students will:
- Uncover the secret word to remove when correcting or guiding customers so they work towards your ideas instead of away from them. (Bonus: this technique works whether it is your customer, boss or colleague).
- Learn a 3 step process to “getting to resolutions”.
- Discover eloquent language for dealing with even the most inflexible or persistent customer.
Module 7 “Dealing with Aggressive Behaviour”
In this module students will:
- Learn why people behave “aggressively”.
- Discover 3 new ways to deal with aggressive behavior, remain calm and in control of a situation.
- Recognize how to remove barriers and how to “achieve resolve

Customer Service Expert
Elaine Allison
Course curriculum
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1
How to Use This Course
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How To Use This Course
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2
Introductory Module
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Needs/ Key Learning's Handout
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Intro
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Key Learnings
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3
The 3 C's of Service & Top Expectations
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Needs/Key Learning's Handout
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Handout 1
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Handout 2
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Video
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Quiz
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Key Learnings
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FAQ (placeholder)
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Rules for Discussion Forum
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4
Internal & External Customers
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Need/Key Learnings Handout
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Handout
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Video
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Quiz
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Key Learning's
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FAQ (placeholder)
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Rules for Discussion Forum
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5
Service Breakdowns & 3rd Ways
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Needs/Key Learnings Handout
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Handout
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Video
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Quiz
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Key Learnings
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Rules for Discussion Forum
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6
Age Friendly Customer Service
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Needs/Key Learning's Handout
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Handout
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Video
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Quiz
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Key Learning's
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FAQ (placeholder)
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Rules for Discussion Forum
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7
Knock it off Nicely Technique
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Need/Key Learnings Handout
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Handout
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Video
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Quiz
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Key Learnings
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FAQ (placeholder)
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Rules for Discussion Forum
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8
Managing Conflict
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Needs/Key Learning's Handout
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Handout
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Video
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Quiz
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Key Learning's
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FAQ (placeholder)
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Rules for Discussion Forum
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9
3 Ways of Dealing With Aggressive Behaviour
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Needs/Key Learning's Handout
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Handout
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Video
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Quiz
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Key Learning's
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FAQ (placeholder)
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Rules for Discussion Forum
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