| Module 1 | Introduction to Certified Customer Service Manager |
| Lecture 1 | What Is Customer Service? - Preview |
| Lecture 2 | Developing a Customer-Centric Mindset |
| Lecture 3 | Who Are Your Customers? |
| Lecture 4 | Internal Customers |
| Lecture 5 | External Customers |
| Lecture 6 | When & Where Does Customer Service Take Place? - Preview |
| Lecture 7 | The Need for Customer Service |
| Lecture 8 | Unpleasant Experiences - Preview |
| Lecture 9 | Developing a Customer Friendly Attitude |
| Lecture 10 | Course Outline - Preview |
| Module 2 | Customer Service: Communication Skills |
| Lecture 1 | Developing Effective Communication Skills |
| Lecture 2 | Non-verbal Communication Skills |
| Lecture 3 | Verbal Communication Skills - Preview |
| Module 3 | Customer Analysis: Knowing your Customer |
| Lecture 1 | Customer Expectations |
| Lecture 2 | Dominant Behavioral Style |
| Module 4 | Calming Upset Customers |
| Lecture 1 | What Makes Customers Upset? |
| Lecture 2 | Confirm The Customer’s Value |
| Module 5 | Telephone Customer Service |
| Lecture 1 | Mastering The Telephone |
| Lecture 2 | Answering The Telephone |
| Lecture 3 | Active Listening |
| Lecture 4 | Transferring A Call |
| Lecture 5 | Closing The Call |
| Module 6 | Internet Customer Skills |
| Lecture 1 | |
| Lecture 2 | E-mail Communication Guidelines |
| Lecture 3 | Online Chat |