| Ultimate Customer Service Toolkit lessons | - |
| Module 1 |
Module 1: Success Recipe - the Difference that Makes the Difference! |
| Module 2 |
Module 2: The Vital Ingredient - Attitude is Everything! |
| Module 3 |
Module 3: Developing the RA-O! Factor |
| Module 4 |
Module 4: Study of Communication - Visual, Verbal and Vocal Factors |
| Module 5 |
Module 5: Developing a Language of Influence and the PANEL Method |
| Module 6 |
Module 6: Give a WIIFY! |
| Module 7 |
Module 7: Apply the Second Option Technique! |
| Module 8 |
Module 8: Follow the UPOD Rule! |
| Module 9 |
Module 9: Apply the KISS Principle |
| Module 10 |
Module 10: Managing Difficult Conversations (1): The Tape Technique |
| Module 11 |
Module 11: Managing Difficult Conversations (2): The FPQ Technique |
| Module 12 |
Module 12: Managing Difficult Conversations (3): ABC Technique |
| Module 13 |
Module 13: Managing Difficult Conversations (4): Reframe Technique |
| Module 14 |
Module 14: Vocal Power - 5 Key Ingredients of our Vocal Communication |
| Module 15 |
Module 15: Questioning Skills and Probing Techniques |
| Module 16 |
Module 16: Active Listening - the 4th Communication Skill |
| Module 17 |
Module 17: Rapport - the Golden Thread |
| Module 18 |
Module 18: Matching Back |
| Module 19 |
Module 19: A Winning Call Recipe - The Corporate Welcome (1) |
| Module 20 |
Module 20: A Winning Call Recipe - The Corporate Goodbye |
| Module 21 |
Module 21: The Written Word and 10 Rules of Netiquette |
