Recommended Sequence of Courses

Recommended Sequence of Courses

  1. Telephone Skills (Opening on a positive note, how to place callers on hold, how to close a call, then handout)
  2. Call Control Using Conversational Aikido (Optional)
  3. How to Deliver Bad News to Customers (Optional)
  4. Empathy (Empathy Zip, then Empathy Phrases MP4)
  5. Handling Challenging Customers (Verbal Aikido Zip file, then Phrases MP4)
  6. Complaint Handling (Optional, recommended for those who handle complaints regularly)
  7. How to De-escalate (for more intense focus on handling challenging customers)
  8. Email Handling (Only for employees handling email interactions with customers)
  9. How to Rock Your Customer Service Job

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