Walmart eCommerce called these e-learning training outlines “the gold standard” and John Hancock said, “The first thing that struck us was how engaging each module was….you are asked to actively participate in each module, and there are action items you take away.”
Customer Service Master Class is the only training of its kind that not only prepares your employees to support customers with friendliness, empathy, and concern (over the phone, email, chat, and face-to-face) - but how to deliver bad news and de-escalate.
Note: Each pricing tier grants 12 months' access. The Delegate Site License accommodates 60 Learners and the Delegate Enterprise License accommodates 100 Learners.
Why Choose this Course for Customer Service Upskilling?
Your customer service employees don't come to you with the confidence and frameworks to control calls, deliver bad news, and de-escalate - and do all of that with empathy.
This course prepares your employees through:
- Practical Application
Employees are taught empathy, call control, and de-escalation skills they'll use right away to redirect intense interactions.
- 8 High-Impact Modules
The instructor facilitates the Customer Service master class in micro-learning format. Microlearning is a skill-based approach to learning that delivers information in small, highly focused chunks. Microlearning is perfect for today's remote, easily distracted, technology-based workforce!
- Knowledge Checks
Quizzes after each module both assess retention and reinforce key ideas. Students must earn 80% or higher on assessments.
- Powerful Worksheets
Learning is enhanced with dynamic worksheets, cheat sheets, and checklists. Worksheets are PDF-fillable, which means your employees can type on the sheets and save their notes - no need to print (handy for work-from-home employees!).
- Virtual Field Trips
Virtual field trips add engagement and fun to the learning. When your employees are engaged and having fun, they're more likely to adopt and apply their takeaways to customer interactions.
- Progress Reports
Once a week, your employees are emailed with an update on their progress in the course and nudges them to jump back in to complete the training. You can be provided with progress reports on your team's progress anytime you like! Email the course provider, and they quickly prepare a spreadsheet showing your employees' activity in the master class.
Let the Instructor Take Over Training so You Can Get Back to Running Your Business
When you get your employees in this master class, you’ll go from feeling overwhelmed with escalations, and frustrated about the lack of empathy and connection in interactions, to feeling amazed when you hear friendliness and empathy, and you realize your employees are politely controlling calls and preempting escalations. This Customer Service Master Class is perfect for new-hire training, refresher training, and remote employees.
Course Content
8 Modules:
- Telephone skills for a fantastic customer experience
- Call control training
- Empathy for customer service specialists
- Delivering bad news to customers
- De-escalation training
- Email essentials for a fantastic customer experience
- Chat essentials for a fantastic customer experience
- Text essentials for a fantastic customer experience
It will take your employees two hours and 16 minutes to complete the video lessons. Employees have twelve months' access to the course.
Companies Mentioned
- Pepsi
- Wal-Mart
Course Provider
Ms Myra Golden,
Founder ,
Myra Golden MediaMyra Golden is the founder of Myra Golden Seminars, LLC. She is a long time speaker and training partner to many Fortune 500 companies across the nation. She creates fun and engaging classes to teach her clients to give their customers the best possible experience.
Myra’s engaging approach to customer service training is loved by her clients. Many of her clients rave about her workshops, saying things like:
“I was very pleased with Myra’s presentation. But even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can’t wait for Monday!” – TIM O’LAUGHLIN, THE COCA-COLA COMPANY
Her impressive resume includes many of the world’s biggest companies, like:- McDonald’s
- Coca-Cola
- Frito-Lay
- Walmart
- Verizon Business
Who Should Attend
Employees who:
- Need support and easy-to-follow frameworks for consistently delivering a delightful customer experience over the phone, email, or chat.
- Get surveys reporting they aren't friendly or helpful.
- Occasionally deal with aggressive customers who yell, cuss, cut them off, or immediately ask for a supervisor.
- Struggle with call control.
- Work from home and don't have quick access to supervisors and peers for support when they talk to challenging customers.
- Have never had specific customer service training.
