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

  • 02

    Telephone Skills

  • 03

    Call Control

  • 04

    Empathy in Customer Service

  • 05

    Email Best Practices for Customer Service

  • 06

    Chat Handling Fundamentals

    • A QVC Chat Agent Impressed Me!

    • Bringing a Human Tone to Chat

    • 4 Keys to Chat Structure

    • 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

  • 08

    Delivering Bad News to Customers

  • 09

    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?

  • 10

    Wow! You're about to get your certificate!

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Course price sheet