Course curriculum

  • 1

    The HONEY Comb Method Continued

    • See You Soon
  • 2

    Wrapping Up Customer Interactions

    • Introduction & Learning Objectives

    • Using Closing Macros

    • When to Wrap Up and When to Follow Up

    • What is "Bump Bump Solve"?

    • How do I wrap up if we don’t have what they were looking for?

    • Pop Quiz!

    • Wrap Up Activity

    • Recap
  • 3

    Customer Feedback, Internal Feedback & Klaus

    • Introduction & Learning Objectives

    • Why is feedback so important?

    • How can I receive more feedback?

    • What is Conversation Review? – Intro to Klaus

    • Activity

    • Activity vol. 2

    • What is Customer Effort Score (CES)?

    • When does Customer Feedback require follow up?

    • Activity vol. 3

    • Recap
  • 4

    Daily Reflection

    • Reflection