New Customer Service Curriculum Now Available!
Did you know that Customer Service is one of the most frequently consumed topics in the Business Skills library?
This *NEW* curriculum was created in partnership with NueBridge, LLC, a global consulting and advisory firm focused on customer experience management, operational excellence, and strategic growth across multiple industries around the world. These courses are intended to educate new and seasoned Customer Service Representatives (CSRs) and customer support professionals who work in a call center environment and/or directly support customers, in how to provide next-level service.
These eight courses will eventually replace an existing 11-course customer service curriculum on both Skillport and Percipio (older titles will continue to remain available). Each 30-minute course (approx.) is eligible for .5 CPE in the NASBA program. Localization of these titles has not yet been planned.
The new eight-course, English Customer Service Curriculum is now available in the Business Skills library.
bs_acs06_a01_enus Customer Service: Adapting to Your Customer's Cues
bs_acs06_a02_enus Customer Service: Interpreting Customers' Service Priorities
bs_acs06_a03_enus Customer Service: Discovering Customer Needs
bs_acs06_a04_enus Customer Service: Fostering a Service Mindset
bs_acs06_a05_enus Customer Service: Engaging with Customers
bs_acs06_a06_enus Customer Service: Generating Effective Solutions
bs_acs06_a07_enus Customer Service: Becoming a Chat Agent Star
bs_acs06_a08_enus Customer Service: Growing and Learning as a CSR
Note: the entire curriculum has been rewritten and condensed from 11 courses to 8 courses, so there are not exact 1:1 replacements, but shown below is a loose replacement list:
Old Course ID* | Old Course Title | New Course ID | New Course Title |
bs_acs02_a01_enus | Interacting with Customers | bs_acs06_a01_enus | Customer Service: Adapting to Your Customer's Cues |
bs_acs02_a02_enus | Communicating Effectively with Customers | bs_acs06_a02_enus | Customer Service: Interpreting Customers' Service Priorities |
bs_acs02_a03_enus | Controlling Conflict, Stress, and Time in a Customer Service Environment | bs_acs06_a03_enus | Customer Service: Discovering Customer Needs |
BS_acs02_a04_enus | Dealing with Customer Service Incidents and Complaints | bs_acs06_a04_enus | Customer Service: Fostering a Service Mindset |
bs_acs02_a05_enus | Polishing Your Skills for Excellent Customer Service | bs_acs06_a05_enus | Customer Service: Engaging with Customers |
bs_acs03_a01_enus | Rapport Building in Customer Service | bs_acs06_a06_enus | Customer Service: Generating Effective Solutions |
bs_acs03_a02_enus | Providing On-Site Customer Service | bs_acs06_a07_enus | Customer Service: Becoming a Chat Agent Star |
bs_acs03_a03_enus | Providing Telephone Customer Service | bs_acs06_a08_enus | Customer Service: Growing and Learning as a CSR |
bs_acs03_a04_enus | Providing Effective Internal Customer Service | no replacement | no replacement |
bs_acs03_a05_enus | Facing Confrontation in Customer Service | no replacement | no replacement |
bs_acs03_a06_enus | Designing a Customer Service Strategy | no replacement | no replacement |