028. Moments of Truth

Instant and Accessible Learning

The "Moments of Truth" online course is a self-paced e-learning course that will show you how to turn every moment of truth with a customer into an opportunity for outstanding service. Skilfully designed to be accessible 24/7 from your IE or Mozilla browser, this online course will be valuable to anyone who wants to develop their skills in customer care and communications.

Learning at its Best

Like all the online courses in this series, "Moments of Truth" is designed in 5 parts to mirror how people learn best. These 5 parts are::
· an Introduction, including a Welcome, Overview, Self-assessment, and Aims of the Course
· a series of Topics related to the subject with trainer introductions, models of important concepts, pop-up animations, "things to do" reminders, and key points
· a range of Quiz questions to test what you've studied
· a Review of Aims
· a final round-up including quiz scores and certificate of completion.

Topics in "Moments of Truth"

In this online course, you'll learn some of the key topics in customer care and working with others. They include:
1. Moments of Truth
2. Have a Nice Day
3. A Strokes Manual
4. Unsolicited Giving
5. Attention to Small Detail
6. Caring Concern
7. Anticipatory Scanning
8. Handling a Crisis
9. Accentuating the Positive
10. Always Say Yes
11. Excuses, Excuses
12. Treat Them Differently
13. Tact
14. The Power of Understatement

Complementary Products

To learn more about working with others in general and customer care in particular, subscribe to other customer care online courses or download the working with others topics in the MTL SkillBoosters and Step by Step Series. 

Price of this product: See below

Delivery Method:
This course is accessed online through your web browser and via links on your Order History page.

Subscription Length: 365 days
Subscription Price: £12.97

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