Watch the video on the left. Afterwards, answer this question:

Recall a time when you approached a situation with a fixed mindset. How might the outcome have been different if you had adopted a growth mindset instead?

Write your answers in the comments section. Interact with your peers by responding to their comments as well.

Watch the video on the left. After viewing, reflect on what you’ve seen and answer the question below:

The agent in the video just lost a customer. What could the agent have done differently to prevent this outcome?

Share your response in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange insights and perspectives.

Watch the video on the left. After viewing, reflect on the scenario and answer the question below:

The company just lost a prospective customer due to how the agent handled a simple inquiry. What could the agent have done differently to turn that prospect into a customer?

Share your answer in the comment section below. Then, take a moment to read and respond to your peers’ comments to exchange insights and learn from different perspectives.

Watch the video on the left. After viewing, reflect on the situation and answer the question below:

This customer has repeatedly raised the same concern, yet the issue remains unresolved despite the company’s claims of fixing it. If you were the agent receiving this call, how would you handle the situation?

Share your response in the comment section below. Then, take a moment to read and engage with your peers’ comments to exchange insights and learn from each other’s perspectives.

Watch the video on the left. After viewing, reflect on what you’ve seen and answer the question below:

The agent handled this call well. What specific actions or techniques made this call successful?

Share your response in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange insights and perspectives.

Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video).

After listening, reflect on the interaction:

What small changes could have turned this “meh” call into a positive customer experience?

Share your thoughts in the comment section below. Then, take a moment to read and respond to your peers’ comments to exchange ideas and perspectives.

Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video.)
You’ll first hear a voice message from Jamie, followed by a client’s response to that message.

After listening, reflect on the interaction:
If you were coaching Jamie, what feedback would you give him?

You can use the Customer Service Guide below as your additional resource.

Share your thoughts in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange ideas and perspectives.

Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video.)

After listening, reflect on the interaction:
What simple changes could have turned this call into a clear, confident, and customer-focused interaction?

You can use the Customer Service Guide below as your additional resource.

Share your thoughts in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange ideas and perspectives.

Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video.)

After listening, reflect on the interaction:
What parts of this call didn’t meet good customer service standards? What could have made this call better?

You can use the Customer Service Guide below as your additional resource.

Share your thoughts in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange ideas and perspectives.

Watch the video on the left, then reflect on the question below:

How would you analyze this problem?

Share your answer in the comments section, and take a moment to engage with your peers by replying to their insights as well.