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Introduction 2
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Introduction 04 minLecture1.1
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Quiz 1 4 questionsQuiz1.1
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Customer Service Representative(CSR) 2
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Customer Service Representative 09 minLecture2.1
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Quiz 1 5 questionsQuiz2.1
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Customer Service Analysis 2
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Terms in Customer Service analysis 08 minLecture3.1
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Quiz 1 5 questionsQuiz3.1
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Net Promoter Score 2
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How to calculate Net Promoter Score 04 minLecture4.1
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Quiz 1 5 questionsQuiz4.1
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Telephone Etiquette 2
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The right telephone etiquette 03 minLecture5.1
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Quiz 1 4 questionsQuiz5.1
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Troubleshooting and Escalation 2
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Steps Involved in escalating issues 07 minLecture6.1
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Quiz 1 4 questionsQuiz6.1
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Customer Complaint Resolution 2
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Conflict Resolution in customer service 05 minLecture7.1
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Quiz 1 4 questionsQuiz7.1
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Customer Service and Social Media 2
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Customer Service and online community management with social media 05 minLecture8.1
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Quiz 1 3 questionsQuiz8.1
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Building your Niche and monetizing Customer Relationship Management 2
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Closing curtains 06 minLecture9.1
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Quiz 1 1 questionQuiz9.1
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Customer Experience (CX) and Customer Feedback 2
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Customer Experience, Satisfaction and Feedback 11 minLecture10.1
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Quiz 1 5 questionsQuiz10.1
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Customer Service 2
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Customer Service 17 minLecture11.1
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Quiz 1 6 questionsQuiz11.1
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Real life Application: Zoho Desk 1
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Hands-On Practical of CRM with Zoho Desk 27 minLecture12.1
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Introduction
Download Video
TUTORIAL 1
In this video,we will cover the following;
* Who is a customer?
* Who are your customers?
* Terms associated with your customers
Next
Quiz 1
189 Comments
Completed 💯
It’s amazing 😌
Good afternoon Melissa. I’ll look into it.
Awesome introduction…
Thank you Tutor🙏
Good morning. Please i’ll look into it. However, have you refreshed the page?
Amazing 👏
Amazing course
Completed
👍
It’s great 👍
Good morning Fibi
please I am not able to access the course
Good morning . It could be network error. Try again later
Completed
Nice one
👍🏼
Completed
Completed
lovely
How can I get to the next lessons
great
I made a mistake by clicking on complete without taking the quiz at all
Is it possible for me to redo it?
Good morning. It’s possible for you to re-do it.
Great
Nice introduction
Hello, how can I proceed to the next lesson,? it keeps bouncing back to introduction
Good morning. It is probably network, please try again later
completed and very helpful
Thank you!
Hello Fibi, I haven’t been given my certificate.
Hi, It’s probably a network issue. Please try again.
Well elaborated.
Hi, i think you should refresh the page. You would be able to re-take it.
Glad you enjoyed it 😊. concerning your certificate, you can refresh the page or give it a little too then proceed to download the certificate. Cheers 🥳
Hi, if you work as a Customer Service Representative, and someone(a customer) calls your office line, then clearly it’s a customer calling. If the reason for the call requires troubleshooting or escalation, then yes, it’s necessary to ask for the customers details.
Also, if customer engagement is a part of your job, then you can also ask for the name of the caller. For instance,
you: Hello, good afternoon ma. You are speaking with the customer care representative of Fibi logistics. May i please know your name?
Customer: Good Afternoon. I am Mary.
You: Miss or Mrs ma ?
Customer: Miss
You: Alright, Miss Mary, how can i be of help to you?
Then continue the conversation.
Great 😊
I’m sorry for the inconvenience. Please contact Mr Samuel, on this number +234 813 294 1277 to resolve the issue.
Finished the course 100% but no option to get the certificate. How do I get it?
Hi, i apologize for the inconvenience. Please contact, +234 813 294 1277(Mr Samuel) to help you with the certificate issue.
finished successfully
Hello! I’m new here. just started my class, looking forward to learning about customer relationships and coming out as a seasoned manager.
Hi, you’re welcome here. See you at the top 👌
I enjoyed this class
Thank you 😊
Simplified and Informative
Amazing introduction
This is wow!
Nice introduction
Very simple n straight 👌 thank you 😊
good conduct
Great
Please try refreshing
Glad you enjoyed it 😊. Three a certificate after completion
Hi, that introductory video is one out of over ten videos. You should watch till the end and see who a customer is.
Hi, I apologize for the inconvenience.
hello Fibi
are there any course materials for this course
Hi, there isn’t any.
woooow this is great
thank you
Waooo thanks
Hi Fibi i just completed this exciting course but how do i get my Certificate?
It’s just blank where it says certificate even after refreshing. Please what is procedure to get it?
Sure, you will.
when I have completed a course and gotten certificate..can I still review the course?
can I download the course
Completed
Great 👍
Does it mark as completed right after you’re done?
Hi, I apologize.
Hi Fibi, thank you for the opportunity to re learn and know more about CRM. Really appreciate it. Pls I have finished the course but I can’t seem to get my certificate. Pls what can be done. Thank you. I await a response
How do i get my certificate?
Completed yesterday. How do I get my certificate?
Hi, I apologize. If you’re trying to have access to the videos using the mono app, please try switching to the website.
Interesting and educative.
Hi, please ensure you marked all lessons as completed.
Good introduction, when do I press the complete button is it after every topic?
Yes
Hi, have you marked all the lessons as completed?
Hi, I apologize for that. Please try switching to the web if you’ve been using the app or try switching to the app if you’ve been using the web.
Please let me know if you’ve been able to access it.
Wow this is nice am enjoying the class already
Hi, it’s not indicated on your dashboard because you didn’t mark each lesson as being complete. Please ensure you do that to easily access your certificate.
Completed
Hi, I apologize. Please refresh the page and try again. Let me know if this has been able to resolve it.
Nice learning process.
Hi, I apologize. please try switching to watching the videos on the web.
I do not understand your complaint, please make your complaint more explicit.
Hello FIBI, i have finally collected my CERTIFICATE through download, the issues i encounter earlier had be resolved, THANKS to you and your team, the training on CRM was so interesting.
Glad to hear that 😊
I am now a HAPPY and SATISFIED CUSTOMER.
As it should be 😊
Hi, if you’re trying to access it using the app, please try switching to the web. If it’s on the web , switch to the app. I’ll be expecting a feedback from you.
Hi, please refresh the page.
Hi, please try switching from the web to the app or app to web; depending on which you’ve been using.
Please try to refresh the page.
Hi, please refresh the page or trying switching to the web to access the videos if you’ve been trying with the app.
Please refresh the page
Hi, as you take each lesson, you should mark it as being complete after each one. Please do so now.
I’m done with the course, how do I access my certificate
Please mark all the lessons you took as completed to give you access to your certificate
Please refresh
Why are the videos not opening??
Completed
Thanks for this opportunity
But i tried downloading my certificate but i couldn’t download it
Please mark all the lessons you took as completed.
Amazing
Great Introduction
I just completed my course including the quiz but am still unable to get my certificate.
Kindly assist.
Thank You.
Completed but still showing as if I haven’t done the course
Hi, please tick all the lessons as complete to short that you have taken the course.
amazing
Please concerning the certificate, my name is not sitting properly on the line is showing beneath the signature is it network issue or that’s how it is been issued?
Please how do I get my certificate, I have completed the course
Hi, please ensure that you clicked all the lessons as completed. Give me feedback after doing this
I only did introduction and then nothing is that all ?
Just introduction and a four question quiz ?
There are more lessons after introduction
I have completed the course, please how do I get my certificate
Well laid down and easy to follow
Hello, I did my CRM Course and completed. Tried to download the certificate, am being told that i am continuing with the course yet i already completed. How do I get my certificate?No response from the support department after replying to their email on contacting Samuel on the link given.
Regards,
Annliza.
Hi, I apologize. Please send a mail again.
Hello Fibi, please how can I download my certificate. I’m done with my quiz and I can’t see anything else to do.
Hi, did you mark all the lessons you took as complete?
Good day.
I have completed the course, how do I get my certificate?
What’s the problem, please am done with introduction,and want to go to next course outline, and clicking next is not opening up for me to access it.
What do I do please it’s urgent instructor 🙏
I don’t know how can proceed to another lesson
Please I didn’t get the full video I only got to listen to introductory. Nothing more.
Please refresh
This is interesting….. do you have a parkage for Project management?
Thank you.
Yes, there’s a package. The course title is “ The complete practical guide to project management with Slack and Asana”.
Hi, please mark the lessons you took as completed so that the percentage can increase.
Completed
Hi, please refresh the page.
Completed it’s amazing
lovely 😊
Lovely
Hello Fibi, I’ve completed the course but it’s still showing on my dashboard 0% started. Then how do I get my certificate??
I really enjoyed the lessons. Very educative. Please how can I get my certificate, I’m done with the course but it’s still at 8%. Kindly assist.
please how do I get my certificate
amazing 👏
I have completed my course in customers relationship management I have also attempted my quiz but it is saying 0%completed I can also download my certificate