Standalone Courses

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Quality standards in customer service

Learn how to establish quality standards in customer service and improve loyalty, revenue, customer satisfaction, and employee engagement.

Topics include:

Defining quality
Ensuring standards count
Measuring individual performance
Coaching customer service professionals
Creating quality standards for the service organization

Innovative customer service techniques

Learn how to influence customer perceptions, enhance your 'service sense' and build teamwork in order to exceed customer expectations.

Topics include:

Identifying the most important customer need
Making wait time more bearable
Improving your power of observation
Avoiding directed attention fatigue
Increasing teamwork

Customer advocacy

Learn how to use customer advocacy to improve customer experiences and create loyal customers who are promoters of your products and brand.

Topics include:

Benefits of customer advocacy
Taking action to learn about your customers
Evaluating results
Turning customers into brand advocates
Keeping momentum
Developing a culture of customer advocacy

Developing your emotional intelligence

Learn how to enhance your personal performance and build effective relationships at work by developing emotional intelligence.

Topics include:

Leading with emotional intelligence

Increase your emotional intelligence at work so you're better equipped to lead teams, work with peers and manage up.

Topics include:

Building resilience

Kelley School of Business professor and professional communications coach Tatiana Kolovou explains how to bounce back from difficult situations by building your 'resiliency threshold' with ten training techniques. She outlines five training techniques to prepare for difficult situations, and five strategies for reflecting on them afterwards.