Customer Service Communication with Empathy-Introduction to the program
Introduction: CVS Health Customer Service Professional Certificate
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Course Overview: Introduction to Customer Service
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Introduction to Your Instructor - Ricky
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Course Syllabus
How to Be Successful in this Course
Customer Service Communication with Empathy-Characteristics of positive communication
Introduction: Customer Service Communication with Empathy
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Five Characteristics of Positive Communication
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Keep it Simple
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Be Positive
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Practice Active Listening
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Avoid Interruptions
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Verify Understanding
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Summary: Characteristics of Positive Communication
Customer Service Communication with Empathy-Greetings
Introduction: Greetings
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Creating Great Greetings
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Evaluating Greetings
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Creating Great Closings
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Evaluating Closings
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Summary: Greetings
Customer Service Communication with Empathy-The Difference in Negative and Positive Responses
Positive and Negative Responses
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Hear from: Denielle Booth
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How to Turn a Negative Response into a Positive Response
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Framework for Creating Positive Responses
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Applying the Meet, Greet, Solve framework
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Summary: The Difference in Negative and Positive Responses
Customer Service Communication with Empathy-Using Empathy with Customers
Empathy
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Customer Service Interactions with Empathy
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Applying Empathy
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Summary: Using Empathy with Customers
Weekly Review: Customer Service Communication with Empathy
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Active Listening with Customers-Introduction to Active Listening
Introduction: Active Listening with Customers
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Active Listening
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How to Actively Listen
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Dos and Don'ts of Active Listening
Applying Active Listening
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Summary: Introduction to Active Listening
Active Listening with Customers-Active listening cues
Cues in Communication
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Verbal Cues
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Applying Verbal Cues
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Non-Verbal Cues
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Applying Non-Verbal Cues
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How to Encourage Customer Engagement
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Summary: Active Listening Cues
Active Listening with Customers-How to verify understanding
Verifying Understanding
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Applying Verifying Understanding
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Summary: How to Verify Understanding
Active Listening with Customers-How to ask clarifying questions
What are Clarifying Questions
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Hear from: Cory McLaren
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Model for a Clarifying Question
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Applying Clarifying Questions
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Summary: How to Ask Clarifying Questions
Active Listening with Customers-Applying active listening
Introduction to Simulations
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Weekly Review: Active Listening with Customers
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Problem-Solving in Customer Service-Introduction to problem-solving with customers
Introduction: Problem Solving in Customer Service
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What is Problem Solving in Customer Service
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Techniques Used in Problem Solving in Customer Service
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Applying Problem Solving in Customer Service
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Summary: Problem Solving in Customer Service
Problem-Solving in Customer Service-Identifying Root Causes
What is a Root Cause and Why is it Important?
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Steps to Identifying a Root Cause
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Applying Root Cause Analysis
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Summary: Identifying Root Causes
Problem-Solving in Customer Service-Policies and procedures in customer service
Introduction to the Importance of Following Policies and Procedures
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Following Policies and Procedures Can Improve the Customer Experience
Summary: Policies and Procedures in Customer Service
Problem-Solving in Customer Service-Solving customer concerns
Introduction to Simulations
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Weekly Review: Problem Solving in Customer Service
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Effective Time Management-Introduction to time management
Introduction: Effective Time Management
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What is Time Management?
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Time Management Strategies in Customer Service
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Applying Time Management Strategies
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Summary: Introduction to Effective Time Management
Effective Time Management-Metrics for time management
What are Metrics?
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Common Metrics Used to Evaluate Customer Service Representatives
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Explore Ways to Improve Time Management Metrics
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Summary: Metrics for Time Management
Effective Time Management-Prioritization
Prioritization
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Strategies in Prioritization
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Applying Prioritization
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Summary: Prioritization
Effective Time Management-Strategies for time management
Introduction: Simulations
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Introduction to Peer Reviews
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Walkthrough Peer Review Steps
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Weekly Review: Effective Time Management
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Congratulations!
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