Instant Skills: Learn Digital Customer Service in an Hour! (Certificate Course)

Davis Jones, Co-founder of Eazl

Play Speed
  • 0.5x
  • 1x (Normal)
  • 1.25x
  • 1.5x
  • 2x
19 Videos (1h 5m)
    • Instant Skills: Learn Digital Customer Service in an Hour! (Course Trailer)

      0:50
    • Section 1: Hi I’m Davis! Welcome to the Customer Service 2.0 Course

      2:42
    • Section 1: The Five Principles of Customer Service 2.0

      2:57
    • Section 2: How Increased Connectivity is Changing Customer Service

      4:42
    • Section 2: The IPX System: How to Diagnose a Problem

      2:49
    • Section 2: Learn to Think in Terms of Jobs To Be Done

      3:56
    • Section 2: What a Community Focus Means for Solving Individual Problems

      4:33
    • Section 2: The 5 Principles in Problem Solving Action (Case Study)

      4:48
    • Section 3: What’s Different about Customer Care on the Social Web?

      2:54
    • Section 3: The 5 Most Common Social Care Interactions

      1:57
    • Section 3: Tone Mirroring for the Global Digital Community (SideBYSide)

      4:05
    • Section 3: Learn a Framework for Prioritizing Social Care Requests

      2:32
    • Section 3: a Quick Tour of Four Social Monitoring Tools (SideBYSide)

      3:43
    • Section 3: Three Case Studies in Social Care Excellence

      3:42
    • Section 4: The Cost of Attracting Customers is Rising

      4:01
    • Section 4: 3 Ways to Create a Culture of Compassion around Customer Service

      4:18
    • Section 4: The Four Opportunities to Convert Customer Service into Revenue

      2:23
    • Section 4: The Apple Case Study: Increasing the LTV through Customer Service

      3:42
    • Section 4: Let's Wrap and Get You Your Certificate

      4:28