Course curriculum

    1. Strategic Communication

    2. How miscommunication happens

    3. QUIZ: Strategic Communication (Select the most correct answer)

    4. The Power of Listening

    5. Empathetic listening skills

    6. Assignment: Communication Styles

    7. Excerpt from Communicating in Business Today R.G. Newman, M.A. Danzinger, M. Cohen

    8. QUIZ: Active listening and empathy: Select ALL Correct answers

    9. Mind maps explained

    10. Assignment: Mind Map: Communication and Active listening

    1. Introduction: Active Listening Techniques for Customer Service Agents

    2. QUIZ: Active listening techniques , select the correct answer.

    3. Assignment: Summarizing information effectively

    4. Mirrors and labels

    5. Assignment: Navigating Cultural Differences for Positive Customer Experiences

    6. What is Proactive listening

    7. Quiz Proactive listening. Select the correct answer

    8. Assignment: Enhancing Customer Experiences Through Attentive Service

    1. Key Techniques to Show Empathy

    2. Assignment: Beyond the Script: Crafting Genuine and Human-Centered Customer Connections

    3. Cultivating Empathy

    4. Assignment (Trainer): How do you show empathy?

    5. Quiz: Understanding Empathy. Select the correct answer

    6. Mind Map Empathizing with Customers' Unique Needs and Circumstances

    7. Assignment: Handling Difficult Calls – Anticipation, Adaptation, & Reflection

    8. Assignment: Enhancing Customer Connections

    9. Mind Map : Vocabulary Workshop

    1. How Stress Affects your body

    2. Assignment: Maintaining Empathy during Busy and Stressful Times

    3. Habit Changes

    4. Assignment: Building Better Habits for Exceptional Customer Service

    5. Mind Map: Reflection on empathy

    6. Assignment: Designing your own Challenge

    7. Training Survey

About this course

  • Free
  • 34 lessons
  • 1.5 hours of video content

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