Course Description

In today’s market understanding the changing values of our customers and colleagues is in the fore front of our service business. It is important that all parties understand the impact they have with the customer during the critical beginning stages.

This course promotes an understanding of our customer and colleagues regardless of the situation, and stresses how everyone can have an impact! Being compassionate and understanding can change the pathway of any situation, while assisting with claim and communication. 

Course Curriculum

  • 01

    Module 1: It’s all About the Experience

    • Lesson 1: What is Sensitivity?

    • Lesson 2: So, what Happened?

  • 02

    Module 2: Equality, Diversity & Inclusion

    • Lesson 1: Equality

    • Lesson 2: Diversity

    • Lesson 3: Inclusion

  • 03

    Module 6: Anger

    • Lesson 1: Root Causes of Anger

    • Lesson 2: Common Reasons for Anger

  • 04

    Module 7: Managing Customer’s Anger

    • Lesson 1: 10 Ways to Manage Customer Anger

    • Lesson 2: Listen & Apologize

    • Lesson 3: Empathy & Tone

    • Lesson 4: Name & Trust

    • Lesson 5: Be Calm, Watch Your Tone

    • Lesson 6: Using the Customer’s Name

    • Lesson 7: Re-establish and Rebuild Trust

    • Lesson 8: Don’t Take Things Personally