Course Curriculum
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01- Customer Support Welcome
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02-Customer Service Motivation And MIndset
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03- How To Start Customer Service Interactions
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04-Managing Time With Underpromise Overdeliver
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05-Customer Service Mindmap
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06-Maintaining A Customer Service Knownedge Base
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07-Anatomy Of A Customer ComplaintInteraction
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08-Seven Types Of Customer Complaints
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09-Customer Service And Care Is One Of The Most Important
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10-Customer Service Vs Customer Experience
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11-Paying More To Customer Support Staff
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12-Dealing With Angry Clients Section Introduction
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13.Example of Angry Email Misunderstanding
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14.Setting Customer Support Boundaries
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15.Calculation of How Much Support is Profitable
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16. Minimizing Risk When Firing a Client
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17.Customer Service Language Section Introduction
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18.Saying No in a Positive Way
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19.Adding Positive Words to Your Interaction
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20.Nicer Language During Sales
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21.Examples of Negative Words Not to Use
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22.Customer Support: Changing Phrases to Sound Personal
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23.Title Gym: Case Study of Nice Language Use
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24.Customer Service: Don’t Appear Disinterested
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25. Customer Experience Section Introduction
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26.Extras You Can Give Away That Delight Clients
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27.Example of Thinking How to Delight Customers
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28.Providing Customer Support as CEO
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29. Learning How Competitors Delight
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30.Giving Away Access to Delight
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31.Small Gestures That Delight
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32.Customer Experience Challenge
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33. Active Listening
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34.Example of Active Listening and Misunderstanding
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35. Example of Firm Not Listening
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36.Cycle of Effective Listening and Acknowledging
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37. Listening Mistake From When I Was 17
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38.Non-Verbal Communication Listening
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39.Active Listening Exercise
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40.Active Listening Exercise Answer
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41.Inspiring Client Interaction Section Introduction
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42.Adding Natural Engagement To Your Product
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43.Facebook Group For Customer Support
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44.ZOHO 1: Creating An Account
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45.Using Zoho Knowledge Base
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46.Using Templates In Zoho
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47.Pitfall Not To Make With Support Automation
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48.How To Invite Agents In Zoho
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49.Zoho Conclusion: Using Comments And Social Tickets
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50.Emotional Intelligence Section Introduction for Customer Support
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51.Definitions Of Empathy, Sympathy, And Compassion
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52. Dalai Lama: Mindset Of Kindheartedness
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53.Cognitive And Emotional Empathy
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54.More On Cognitive And Emotional Empathy
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55.Starting To Practice Empathy In Customer Service
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56.Empathy Over IM Or Email In Customer Service
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57.EQ During Customer Support
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58.Checklist Of Common Emotions
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59.Managing Anger
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60.Listening To Feedback From Reviews
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61.Hashtags For Proactive Support
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62.Google Alerts
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63.Introduction To Customer Development Theories
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64.Steve Blank For Customer Support
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65.Lean Startup Eric Ries
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66.Customer Feedback Form Section Introduction
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67.Starting With Google Docs
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68.Multi Page Form
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69.Finishing The Course Feedback Form
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70.Email Asking For Feedback
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71. Feedback Form Results
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72.Active Listening For Customer Support Section Introduction
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73.Customer Service Promo
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74.Customer Service Promo 2
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75.Customer Support - Changing Phrases To Sound Personal
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76.Warm Closing Message For The Course