Contact Center eLearning for Customer Service & Sales 

Branded Customer Experience

Delivering a branded customer experience

Healthcare Patient Experience

Healthcare scheduling with care

Managing Pressure

Taking care of yourself

Greeting

You made me feel welcome

Name Use

You recognized me as an individual

Ownership

You took ownership for my issue/situation

Empathy

You treated me with genuine care + concern

First Impressions

You set the stage for a great experience

Active Listening

You really listened to me

Questioning

You asked great questions to better understand my needs

Tone and Manner

You were easy to understand

Holds Dead Air and Transfers

You were respectful of my time

Courtesy

You were courteous + professional

Difficult Conversations

You said 'no' in a constructive manner

Supporting Irate Customers

You helped diffuse a high-emotion situation

Selling for Customer Service

You sold me other things I needed and wanted

Patient Cross-Care + Up-Care

You connected me to other services I needed

Closing the Call

I left the call feeling valued

Understanding Bias

You addressed your personal bias

Communication Styles

You spoke to me in a way I could relate

Written Conversations

Building relationships in writing: Chat, Email + Social Media

Schedule Adherence

How your time management affects others

Features and Benefits

You painted a picture for me

Buying Signals and Trial Close

You considered my readiness to buy

Handling Objections

You addressed my objections effectively

Closing the Sale

You leveraged advanced closing techniques

Cross-Selling and Up-Selling

You proactively offered me something I needed/wanted

Gaining Agreement

You asked for my agreement

Coaching Check-Up Workshop

You successfully delivered a one-on-one coaching session