Master The 7 Service Triggers

"I thought that I already covered most if not all of the criteria concerning delivering great customer experience. Boy was I wrong… it was actually an eye opening experience." -Jin L.

A Course Designed for Busy People

This course was designed with busy professionals in mind. Here are a few of the key features of the course:

• 10 Easy-to-Chunk Modules. Like my book Be Your Customer’s Hero, I’ve designed this course to be digested in small chunks. There are 10 modules with a varying number of lessons and resources within them. Most lessons are comprised of short videos, generally between 1.5 to 3 minutes long.
  
• No Filler, No Fluff. We didn’t add extraneous material just to create a “balanced” course. Some modules are deeper than others, because that’s the nature of the content. It’s just reality; there are a lot more techniques around helping a customer not feel abandoned than around feeling powerless.
• “Explainer” Videos. Did you know that explainer videos (the kind where the hand draws the words or images on the screen) can increase retention by up to 15%, which one researcher describes as an “absolutely massive” increase in retention. At CTS, we love our brain science, and this technology is on the cutting edge of learning.
• Worksheets. At the end of specific modules, you’ll find worksheets to help you work through the concepts in the course. Notice, we said worksheets not workbooks. These are designed to be quick and can be done by yourself in 15-30 minutes or as the basis of a team discussion in under an hour.

The beauty of prevention in customer service is that it truly is a "force multiplier," a little bit of investment in making sure customer experiences go smoothly and customer triggers are not pulled can produce an outsized return.