Course Curriculum
Targeted Learning: 30 Essential Pillars of Service
01
Communication Fundamentals
The 10 Core Essentials:
- Active Listening Cues
- Tone of Voice Control
- Professional Greeting
- Mirroring Language
- Positive Phrasing
- Clarification Questions
- Empathy Statements
- Hold-Time Etiquette
- Closing a Conversation
- Cultural Sensitivity
02
De-escalation & Conflict
The 10 Core Essentials:
- The HEAT Framework
- Handling Verbal Abuse
- Identifying Pain Points
- Apology vs Recognition
- Solution-Oriented Speech
- Escalation Pathing
- Managing Expectations
- Personal Bias Awareness
- Diffusing Angry Clients
- The Follow-up Promise
03
Loyalty & Digital Service
The 10 Core Essentials:
- CRM Documentation
- Chat Support Etiquette
- Email Professionalism
- Proactive Outreach
- Feedback Collection
- Net Promoter Score (NPS)
- Cross-selling Basics
- Building Brand Trust
- Time-to-Resolution
- Service Recovery Parity