The most comprehensive customer service training for telephone skills, empathy, delivering bad news, handling challenging customers, and supporting customers in chat, email, and text interactions.
My Customer Service Master Class is the only training that not only shows your employees how to give bad news and regain control of interactions - but how to deliver a delightful telephone customer experience, convey empathy, and support customers over chat, email, and text.
You need a comprehensive customer service training program to train, re-train, or onboard customer service employees in your contact center, medical office, retail store, or other customer-facing roles. You need to prepare your team to handle challenging customers.
And your employees...
You’re in the right place. I’m going to tell you exactly how my Customer Service Master Class will prepare your employees to improve the feel, sound, and flow of interactions over the phone, chat, email, and text, and get angry customers to back down.
“Thank you so much for your videos. I am required to take a specific amount of e-learning a year in my customer service job. I work in the call center of a pharmacy benefit manager. Until I found your videos, I felt like I was watching paint dry. I only paid attention enough to pass the required tests at the end of the videos. Your videos have challenged and invigorated me.”
We've condensed my interactive and fun onsite customer service training – workshops I've delivered to companies like Coca-Cola, Vera Bradley, Frito-Lay, and McDonald's – down to the fundamentals. Your employees get the full sensory experience of my training online.
Can I see an outline and preview a module before registering my team?
Yes, please preview this course! Click any yellow button on this page, and you'll land on our outline and preview page. You'll need to click "Preview for Free" to walk through the course.
How long is your Customer Service Master Class?
It will take your employees two hours and 16 minutes to complete the video lessons. No rush, though, because your employees have twelve months' access to the course.
Can we get progress reports?
You sure can. When you train with us, you get progress reports as often as you like. We give all customers instructions on how to get progress reports.
How can I be sure my employees participate in and complete the course?
I set my completion criteria at 95%, meaning your employees must show up for 95% of the classes to finish the workshop. When your employees complete my Master Class, my team prepares a certificate. Ask your employees to share their credentials with you.
How long does it take to get eLearning setup once we register?
In most cases, we get your eLearning portal set up within one business day.
We have a Learning Management System (LMS). Can we upload your courses to our LMS?
Absolutely you can! My courses work with any LMS that supports SCORM, xAPI, or AICC. Our course authoring tool partner has manually tested more than 150 leading learning management systems to ensure compatibility, display, and tracking. When you integrate our training classes into your LMS, you save money. Our LMS modules (all 8 courses packaged in separate LMS files) are $997 for a one year lease or $4997 for a perpetual agreement. Click on LMS Integration to learn more.
Will my employees have a chance to ask you questions?
Yes! I hold virtual office hours a couple of times a month. I announce my live office hours in the Master Class online community.
We need to pay by check. Can you send me an invoice?
Sure can. Click on "Contact" from the navigation menu at the bottom of this page and select "Request an invoice." Be sure to let us know which training package you want.
What if we don't need every module in the Master Class?
When customers don't need all of our modules, we set up a custom portal with only the modules you need. Be sure to let us know if you don't need each module.