eLearning Training Outlines

Customer Service online training to help your employees speak and write with friendliness and empathy, and to handle difficult customers with more ease –  with scenarios, progress reports, and knowledge checks. 


Thank you so much for your videos. I am required to take a specific amount of e-learning a year in my customer service job. I work in the call center of a pharmacy benefit manager. Until I found your videos, I felt like I was watching paint dry. I only paid attention enough to pass the required tests at the end of the videos. Your videos have challenged and invigorated me.

Tami, Wisconsin

Customer Experience Over the Telephone

38 Minutes

This training is about how to deliver friendly and personable interactions over the telephone consistently. Myra introduces four elements of the perfect call opening, walks your people through the best way to place customers on hold, and she demonstrates how to end calls on a positive note.


Key Takeaways:

  • Four critical elements of the perfect call opening – an opening that sets the tone for a friendly interaction
  • How to welcome a caller to the phone interaction like welcoming a guest into your home
  • Why you shouldn’t ask probing questions before using a “lead-in.”
  • How to place callers on hold in the friendliest way possible
  • A 3-step approach to give your customers a fond farewell so that you end the call on a positive note

How to Handle Difficult Customers + De-escalation

30 Minutes

The outcome of this training is participants who are prepared to create calm, find resolutions that balance the interests of the customer and the company, how to reduce escalations, and how to create a positive conversation with challenging customers.


Key Takeaways:

  • Get 5 powerful keys from the martial art Aikido to position you to communicate assertively, create calm and take control of difficult customers.
  • Learn why the issue isn’t the issue. The way the issue is handled becomes the real issue.
  • Understand the importance of acknowledging a customer’s anger as a tool to de-escalate.
  • How listening with the intent to understand a customer is a powerful tool for creating calm and getting the customer to stop talking and listen to you.

Call Control

13 Minutes

The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure.

Key Takeaways:

  • An introduction to the communication chain and why you must never leave the chain unlinked – because that makes customers talk more.
  • How acknowledging customer concern makes customers feel heard and understood – feelings that tend to remove the need for customers to ramble on.
  • Perfect statements to help employees gain control with aggressive customers.
  • How to use the “topic grab” approach to politely get a long-winded or storyteller to get to the point.
  • How asking 3-closed-ended questions back-to-back instantly puts you in control of ANY conversation.
  • 4 ways to politely bring the call to closure after you have met all of the customer’s needs.

This training is perfect for:

  • Employees who have a tendency to interrupt or over talk customers
  • Organizations concerned that employees sound rote or robotic
  • Companies wanting to deliver a warmer, friendlier, more natural customer experience

4 Keys to the Best Chat Experience

17 Minutes

The outcome of this training is agents who can serve customers in chat in a way that is friendly, grammatically excellent, and to handle issues in a single chat interaction.


Key Takeaways:

  • How to use the right language to build rapport and sound personable
  • The importance of writing in short sentences and why you must always write in COMPLETE sentences
  • Why you can only bring up one issue per chat message
  • Precisely what it takes to make customers feel taken care of in a chat
  • How to give customers lousy news in a chat


How to Deliver Bad News to Customers

5 Minutes

The result of this module is an audience prepared to deliver bad news to customers with confidence, more ease, and without fearing a negative backlash from customers.


The audience will walk away with:

  • The three ways most people get it wrong when delivering bad news to customers, so they won’t make these same mistakes that just lead to escalation and frustration
  • Knowing how (and why) to link the “communication chain,” so they can deliver bad news with finality when what the customer wants is simply impossible to do
  • An understanding of why bad news must be delivered clearly and unequivocally because giving bad news clearly minimizes escalations to supervisors and this method keeps customers from coming back asking the same question phrased a different way
  • 4 Keys for Delivering Bad News to Customers, so that they can deliver bad news with ease


“IN REGARDS TO YOUR ELEARNING COURSE, YOUR COACHING HAS IMMENSELY HELPED ME WITH A FEW DIFFICULT CALLS THESE PAST THREE WEEKS. THE PARTICULAR COURSE THAT WAS PIVOTAL TO THESE CALLS WAS YOUR “HOW TO DE-ESCALATE” SECTION.”

–ANNA HOANG, CUSTOMER SUPPORT SPECIALIST I, VERTAFORE

Email Writing

17 Minutes

How to Talk to Customers protects your employees from coming across as rote, cold or

The outcome of this email writing training is employees who know precisely how to make emotional connections with customers through the use of tailoring, conveying empathy when appropriate, and by strategically using personal pronouns.


Key Takeaways:

  • The three things you have to get right to have the best email customer experience
  • How to strategically use personal pronouns to make your emails friendlier and more personable instantly
  • Review actual email examples of near-perfect emails from great companies
  • A comprehensive takeaway grammar guide to help your people avoid embarrassing grammar gaffes
  • Four ways to connect with customers over email
  • Why you should aim for short sentences in emails to customers
  • How to prevent the top 3 grammar mistakes that rob your company of credibility


Texting with Customers Training

12 Minutes

The outcome of this training is agents who can quickly write text messages that are friendly, grammatically excellent, and professional.


Key Takeaways:

  • Employees learn to use the right language to build rapport and sound personable
  • Exactly what steps to take if a customer sends an inappropriate or prank text
  • 4 Must-have elements of a great text interaction
  • A discussion on the use of emojis and abbreviations in business-to-customer texts
  • Why text messages must be brief and on point


Empathy + How to Talk to Customers

How to Talk to Customers protects your employees from coming across as rote, cold or uncaring. This training gives your employees the human relations skills they need to deliver a warm, friendly, conversational customer experience.


Key Takeaways:

  • What empathy is and how it differs from sympathy.
  • Empathy is important, yet we don’t want to get too personal or involved with customers. Myra walks you through how to have appropriate empathy with customers.
  • A profound real-life empathy lesson from employees of the renowned Cleveland Clinic.
  • Myra challenges your people to truly put themselves in their customer’s shoes.

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I have been through other customer related seminars, and Myra’s by far was the best I have ever completed!

Amy spence


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