Self-paced session (Asynchronous)

Self-paced content

For the self-paced content of this course, you will be required to watch videos, read one article and answer 4 reflective activities.

Watch the following interactions

After watching the videos, you will write a short reflection and will need to submit it via the assessments section as a written document. Take notes as you go.

Written reflection activities

There will be 4 written reflection activities you will be required to write:

• Phone communication tips reflection (50 words)
• Bad vs great customer service reflection (75 words)
• De-escalation read and apply (75 words)
• Email rewrite (100 to 150 words)

Course content

• Handling an Angry Customer
• Customer Service That People Remember
• Run the Call (Interactive Lesson)

Resources

• Student Activity Workbook (Word Document)

What is next?

Once you have completed these self-paced materials, move on to the Week 2: Online session (Synchronous) module for the Zoom link and joining instructions.