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Introduction 2
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Introduction 04 minLecture1.1
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Quiz 1 1 questionQuiz1.1
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Customer Service Representative(CSR) 1
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Customer Service Representative 09 minLecture2.1
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Customer Service Analysis 1
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Terms in Customer Service analysis 08 minLecture3.1
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Net Promoter Score 1
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How to calculate Net Promoter Score 04 minLecture4.1
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Telephone Etiquette 1
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The right telephone etiquette 03 minLecture5.1
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Troubleshooting and Escalation 1
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Steps Involved in escalating issues 07 minLecture6.1
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Customer Complaint Resolution 1
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Conflict Resolution in customer service 05 minLecture7.1
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Customer Service and Social Media 1
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Customer Service and online community management with social media 05 minLecture8.1
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Building your Niche and monetizing Customer Relationship Management 1
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Closing curtains 06 minLecture9.1
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Customer Experience (CX) and Customer Feedback 1
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Customer Experience, Satisfaction and Feedback 11 minLecture10.1
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Customer Service 1
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Customer Service 17 minLecture11.1
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New Trends, Job opportunities, AI & others 10
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CRM vs. CSR 03 minLecture12.1
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Customer Journey Mapping 14 minLecture12.2
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Leveraging AI tools in Customer Service 04 minLecture12.3
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Leveraging AI in Customer Service – Norby AI 26 minLecture12.4
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Email Marketing Automation 29 minLecture12.5
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Where to go from here 05 minLecture12.6
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Customer Retention Techniques 20 minLecture12.7
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Professional Networking & Job Success 15 minLecture12.8
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Professional Networking & Job Success – LinkedIn (1) 10 minLecture12.9
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Making money with CRM_CSR – Freelancing on Upwork 09 minLecture12.10
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Real Life Application: Zoho Desk 1
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Hands-On Practical of CRM with Zoho Desk 27 minLecture13.1
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1 Comment
Bravo!
Thanks for the simple breakdown. You made a slight mistake in the Net Promoter Score calculation example you gave in the course. It is meant to be;
NPS = % of Promoters – % of Detractors
from your explanation, but you subtracted % of Passives from % of Promoters instead.
Kindly respond to that.
Thank you once again @Fibi Justus