Welcoming Customers-Introduction to the program
Introduction: CVS Health Customer Service Professional Certificate
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Course Overview: Interacting with Customers
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Introduction to Your Instructor: Denielle
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Interacting with Customers Course Syllabus
How to be Successful in this Course
Welcoming Customers-Greeting Customers
Introduction: Greeting Customers
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The Importance of Greetings
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Strategies for Greeting Customers
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Applying Greeting Customers
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Summary: Greeting Customers
Welcoming Customers-Creating Positive Customer Interactions
Interacting with Prospective Customers
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Strategies for Interacting with Prospective Customers
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Applying Creating Positive Customer Interactions
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Summary: Creating Positive Interactions with Customers
Welcoming Customers-Interactions with customers
How to Apply Strategies to Customer Interactions
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Real-world Examples of Strategies for Positive Customer Interactions
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Summary: Interactions with Customers
Weekly Review: Welcoming Customers
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Meeting Customers' Needs-Finding product details
Introduction: Meeting Customers' Needs
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Introduction to Finding Product Details
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Common Places to Find Product Details
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Applying Finding Product Details
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Summary: Finding Product Details
Meeting Customers' Needs-Building trust through product knowledge
Building Trust with Customers
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Build Customer Trust with Product Knowledge in Retail
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Applying Building Trust with Product Knowledge in Retail
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Build Customer Trust with Product Knowledge in Call Centers
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Applying Building Trust with Product Knowledge in Call Centers
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Introduction to Simulations
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Summary: Building Trust through Product Knowledge
Meeting Customers' Needs-What successful customer service looks like
Introduction: What Successful Customer Service Looks Like
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Creating Successful Request Interactions
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Creating Successful Question Interactions
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Creating Successful Complaint Interactions
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Creating Successful Compliment Interactions
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Applying Successful Customer Service
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Summary: What Successful Customer Service Looks Like
Meeting Customers' Needs-Strategies for cross-selling and upselling
Introduction: Cross-Selling and Upselling
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Strategies to Cross-Sell
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Strategies to Upsell
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Applying the Elements of Cross-Selling and Upselling in Retail
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Applying the Elements of Cross-Selling and Upselling in the Call Center
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Summary: Strategies for Cross-Selling and Upselling
Weekly Review: Meeting Customers' Needs
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De-escalation with Empathy-Introduction to de-escalation
Introduction: De-escalation with Empathy
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Verbal Indicators of Escalation
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Identifying Verbal Escalations in Customer Encounters
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Nonverbal Indicators of Escalation
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Identifying Nonverbal Escalations in Customer Encounters
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Preparing to De-escalate
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Customer Service Scripts - Example
Strategies for De-escalation
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What to Do After a Difficult Customer Engagement
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Summary: Introduction to De-escalation with Empathy
De-escalation with Empathy-Empathy and de-escalation
The Importance of Empathy in Difficult Situations
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Ways to Convey Empathy
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Applying Empathy and De-escalation
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Summary: Empathy and De-escalation
De-escalation with Empathy-Collaboration in de-escalation
Collaboration in De-Escalation
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Applying Collaboration in De-escalation
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Summary: Collaboration in De-escalation
Introduction to Simulations
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Weekly Review: De-escalation with Empathy
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Professionalism in Social Media-Social Media Encounters
Introduction: Professionalism in Social Media
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Types of Social Media Encounters in Customer Service
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Applying Social Media Encounters
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Summary: Social Media Encounters
Professionalism in Social Media-Social media best practices
Social Media Best Practices
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Social Media Practices to Avoid
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Summary: Social Media Best Practices
Professionalism in Social Media-Creating Positive Customer Interactions
Potential Social Media Encounters with Customers
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Reacting on Social Media
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Applying Social Media and Customers
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Summary: Social Media and Customers
Professionalism in Social Media-Demonstrate People First Customer Care
Introduction to Peer Reviews
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Walkthrough Peer Review Steps
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Weekly Review: Professionalism in Social Media
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Professionalism in Social Media-Prepare your social media presence
Career Support Information
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Hear from: Ricky La
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Create your LinkedIn Profile
Tips to Start Using LinkedIn
Congratulations!
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