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Support Training - Ticket Management & Communications
2021
Videos
1 — 1 01 Introduction
2 — 1 14 Core Human Needs Conclusion
3 — 1 12 Triggering Fears
4 — 1 15 Know Your Audience
5 — 1 03 Modules Introduction
6 — 1 17 Matching Words
7 — 1 06 What Is Rapport
8 — 1 19 Catch Intro
9 — 1 18 Personalized and Succinct
10 — 1 20 Catch 3 Factors
11 — 1 21 Catch Facts
12 — 1 22 Catch Emotions
13 — 1 10 Customer Perspective Intro
14 — 1 08 Written Greeting
15 — 1 07 Rapport and the Hot Q
16 — 1 23 Catch Needs
17 — 1 04 Connect Module Introduction
18 — 2 03 Sync Intro
19 — 2 02 Regular Contact
20 — 2 03b Why Sync Is Valuable
21 — 2 06 Managing Expectations
22 — 2 03a Two Sync Viewpoints
23 — 2 07 Communications Structure Intro
24 — 2 05a SLA Clock Discussion
25 — 2 08 Clarify Request
26 — 1 09 Customer Needs What and How
27 — 2 04 No Silence
28 — 2 01 Clarify Introduction
29 — 1 05 Build Rapport Introduction
30 — 1 16 Know Your Audience Conclusion
31 — 1 13 Supporting Core Needs
32 — 1 11 Core Human Needs Intro
33 — 1 02 Practical Applications
