Customer Service Master Class

Welcome to My Customer Service Master Class! (See pricing table below outline)

I've facilitated my Customer Service Master Class for frontline employees at Coca-Cola, McDonald's, Frito-Lay, Vera Bradley, Estee Lauder, Aveda, and many other fantastic brands. Now your employees can take my best, most comprehensive customer service training in my digital classroom! My Master Customer Service course is perfect for new-hire training, refresher training, and a one-on-one coaching program for people needing guidance and confidence.

Purchase Free Preview

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
  FREE PREVIEW
- 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)
  FREE PREVIEW
- 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?
  FREE PREVIEW
- 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
  FREE PREVIEW
- Email check-in
- Adopt & Apply
06
Chat Handling Fundamentals
- A QVC Chat Agent Impressed Me!
- Bringing a Human Tone to Chat
- 4 Keys to Chat Structure
  FREE PREVIEW
- Driving Chat to Closure Faster
- Key Take-aways So Far
- De-escalating Over Chat
- Check-in
- Chat Knowledge Check
- I can't wait to see what you'll do!
07
Supporting Customers Over Text
- Text is a natural fit for customer support
- 4 Elements of a Great Text Interaction
- Use the Right Language to Build Rapport
  FREE PREVIEW
- Special Situations for Text Support
- Quick Knowledge check
- Check-in
08
Delivering Bad News to Customers
- Gaining Confidence for Delivering Bad News
- Seinfeld Car Rental Episode
- Reflection
- 4 Keys to Delivering Bad News
- Let's check your Knowledge!
- What have you learned so far?
  FREE PREVIEW
09
Handling Challenging Customers
- This is how you de-escalate
- Step 1: Recognize
  FREE PREVIEW
- Step 2: Reframe
- Hold the chicken!
- Reflection
- Step 3: Resolve
- 3R Method Practice
- Handling Challenging Customers Knowledge Check
- What are you biggest aha's?
10
Wow! You're about to get your certificate!
- Message your boss
  FREE PREVIEW
- 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