Course curriculum

  • 1

    Module 1: Service Delivery at JAD

    • Introduction to Service Delivery

    • Service Delivery: Assessment #1

    • Service Delivery: Assessment #2

    • Service Delivery: Language and Terms

    • Language and terms: Assessment #1

    • Language and Terms: Assessment #2
  • 2

    Module 2: Basics of Customer service

    • Phrases to use / Phrases to avoid

    • Phrases to use | Phrases to avoid: Assessment #1

    • Phrases to use / Phrases to avoid: Assessment #2

    • Emotional Intelligence and De-escalating conversations

    • EI and De-escalation: Assessment #1

    • EI and De-escalation: Assessment #2

    • Handling Irate Customers

    • Handling irate customers: Assessment #1

    • Handling irate customers: Assessment #2
  • 3

    Module 3: Day-to-day at JAD

    • Day-today at JAD

    • Day-to-day at JAD: Assessment #1

    • Day-to-day at JAD: Assessment #2

    • Metrics and Expectations

    • Metrics and Expectations: Assessment #1

    • Metrics and Expectations: Assessment #2
  • 4

    Module 4: Important SOPs

    • Endorsements: Cross-shift communication

    • Endorsements: Assessment #1

    • Inquiry Escalation

    • Inquiry Escalation: Assessment #1
  • 5

    Module 5: Final Assessments

    • Final Assessment #1

    • Final Assessment #2