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