Master Class Outline

Sign up for a free preview (above) to walk through several modules in my Master Class! Packages for one user to enterprise level. Choose all courses for a Master Class, or enroll in single modules.

  • 01

    Kick-off!

    • Kick-off

  • 02

    Telephone Skills

    • 7-Point Call Strategy

    • You're the customer!

    • Frustration-free Holds & Transfers

    • Now, a knowledge check!

    • What are your key takeaways?

  • 03

    Call Control

    • You need to get your average handle time (AHT) down

    • Steps 1 & 2 (Assert Your Way In and Make Customer Feel Understood)

    • Step 3: Redirect

    • Redirect with Downward Inflection

    • Redirect with 3 Questions

    • Bag it up! (Comprehensive Recap)

    • Application opportunity

    • Call Control Check-in

    • You're in control now!

  • 04

    Empathy in Customer Service

    • What is appropriate empathy in customer service?

    • Empathy Versus Sympathy?

    • 4 Keys to Empathy in Customer Service

    • Empathy Knowledge Check

    • Empathy Field Trip

    • Pause and capture ideas!

  • 05

    Email Best Practices for Customer Service

    • 4 Keys to Customer Service Email

    • Email check-in

    • Adopt & Apply

  • 06

    Delivering Bad News to Customers

    • Gaining Confidence for Delivering Bad News

    • Seinfeld Car Rental Episode

    • Seinfeld Reflection

    • 4 Keys to Delivering Bad News

    • Let's check your Knowledge!

    • What have you learned so far?

  • 07

    Handling Challenging Customers

    • This is how you de-escalate

    • Step 1: Recognize

    • Step 2: Reframe

    • Hold the chicken!

    • Reflection

    • Step 3: Resolve

    • 3R Method Practice

    • Handling Challenging Customers Knowledge Check

    • What are you biggest aha's?

  • 08

    Wow! You're about to get your certificate!

    • Message your boss

    • Here's what to say in your text/email

    • I loved this time with you!

    • Will you give me feedback on this Master Class?

Register your team now!

Your employees have access to my video lessons, worksheets, and virtual office hours for twelve months!

Register online or request an invoice from us.
Course price sheet