Course Catalogue Chart Learning Solutions 2024 - Catalog - Page 21
2025 Course Catalog
7. PROBLEM-SOLVING
8. STRESS
MANAGEMENT
9. DIFFICULT
SITUATIONS
10. MANAGING A
CUSTOMER SERVICE
TEAM
11. CULTURAL
SENSITIVITY IN
CUSTOMER SERVICE
12. FOLLOW-THROUGH
•
Early Problem Recognition
•
Four Stages of Creative Problem-Solving
•
Defining Problems Accurately
•
Confident Decision Making
•
Crisis Resolution
•
Stress for Success
•
Stress Management Techniques
•
Resiliency
•
Balancing Home and Career
•
Preventing Job Burnout
•
Calming Upset/Irate Customers
•
Difficult Customers
•
Call Escalation
•
Handling Complaints
•
Delivering Bad News
•
Creating a Strategy
•
Essentials of Customer Service
•
Advanced Service Management
•
Empowering your Team
•
Measure Customer Service Performance
•
Why Cultural Sensitivity Matters
•
Exceptional Service across Cultures
•
Models to Help Understanding
•
Communication Methods
•
Confronting Bias
•
Upselling Opportunities
•
Preventing Buyer’s Remorse
•
Email Etiquette Follow-Through
•
Customer Feedback and Satisfaction Surveys
•
Keeping Customers for Life
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