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Customer Service Excellence

Resolve issues clearly, calmly and consistently

Version 1.0.0 · about 120 min · 6 lessons

A practical AXIORA Learn course for customer service, support, front-desk and small-business teams. It teaches six applied skills through examples, practice, knowledge checks, module assessments and a final assessment.

This course is not open for enrollment.

Understand the Issue beginner

Apply the methods in understand the issue to realistic work.

  1. Understand the Issue
    1. Listen for facts, impact and request 18 min · required
    2. Ask efficient clarifying questions 18 min · required
    3. Assessment: Understand the Issue assessment

Respond and Resolve intermediate

Apply the methods in respond and resolve to realistic work.

  1. Respond and Resolve
    1. Acknowledge without overpromising 18 min · required
    2. Solve within policy and authority 18 min · required
    3. Assessment: Respond and Resolve assessment

Close and Learn intermediate

Apply the methods in close and learn to realistic work.

  1. Close and Learn
    1. Document the case 18 min · required
    2. Close the loop 18 min · required
    3. Assessment: Close and Learn assessment

Final assessment

Final assessment

AXIORA Learn is a product of AXIORA GLOBAL SYSTEMS PRIVATE LIMITED.