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📈 #XXL is a free development program based on collection of selected LinkedIn Learning courses.


LinkedIn Learning offers over 5000+ high quality video courses on a variety of categories, including customer service. 📚 Access to this platform costs $39.99/month. Being AT&T employee you have it for free! 😇


🎯 Main goals of #XXL:

• increase the awareness of AT&T Experts about easy access to LinkedIn Learning
• help with the registration
• navigate to the fundamental courses useful for calls handling and more


#XXL development program is divided into series that cover certain topic and include a collection of LinkedIn courses. 🔗 Courses are selected to not only match Frontline Expert role, offer tips and tricks, help to improve necessary skills and increase communicational experience with customers, but also to provide an additional value. 👍


Let's grow together and win as one! 😎


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What is #XXL?

View/Download the Guide



1️⃣ Open linkedin.com/learning 

2️⃣ Click Sign in (top right corner) 

3️⃣ Enter your AT&T Email using the following the format: attuid@att.com or attuid@intl.att.com and click Continue 


✅ Congrats! Now just sign in to your personal LinkedIn account. 


Need help with registration? Reach out to Ivan Horobets via MS Teams 😎

LinkedIn Learning Registration Guide

✨ AI by Asante Afari K. & Sam R. K.

Open Course in LinkedIn Learning

Duration: 63 min ⏳


Whether you work in film, marketing, healthcare, automobile, or real-estate, generative AI is changing the way your job is executed, and those who adapt early will reap its benefits sooner. 👍 All professions will be affected by generative AI. Its invention can be compared to the invention of photography, a true creative revolution. 🆕


If you want to be part of the leaders that are advancing this revolution, this course can get you started on your learning journey. 🛳️


❔ This course covers the basics of generative AI:

- what it is
- how it works
- how to create your own content
- different types of models
- future predictions
- ethical implications


✅ You will learn to:

- differentiate between AI and the subcategories of AI
- determine the elements involved when a user creates their own content with AI
- describe the functionality of natural language models
- and much more


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1 • Generative AI

🤝 Customer Care by Horobets I.

Duration: 42 min ⏳


This course introduces contact center and service desk employees to skills and knowledge essential for success. 📈 It is designed to help you and your team understand the unique environment you are part of, deliver effective service, and cultivate a positive brand image. 😎


🔑 Key topics include:

- customer expectations
- culture
- workload
- service level
- quality
- schedules
- performance metrics
- accountability
- ethics
- teamwork


The course reinforces the power of one (the impact of each person) and celebrates the opportunity to represent the organization to dozens or even hundreds of customers every week. 🌐 Instructor Brad Cleveland also provides valuable tips for handling tough customers, building a customer-focused culture, and enjoying your job. ✨


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1 • Welcome to Call Center

Duration: 30 min ⏳


What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? 🤔 In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. 👍


👔 Learn how to:

- use empathy and pacing to foster a sense of connection with customers
discover the words and phrases to avoid in customer service
- use partnership language to leave people feeling heard and satisfied
properly apologize
- approach real-world situations, such as billing issues, positioning controversial policies
- politely distance from hot-button issues like religion and politics to maintain a professional position


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2 • Creating Positive Conversations

Duration: 25 min ⏳


Make every customer interaction meaningful by building real human connections. 🤝 This course shares simple yet powerful techniques to establish rapport within the first few seconds of an interaction, making customers feel respected and at ease. 📖


👉 Learn how to:

- actively listen and pick up on verbal and nonverbal cues to keep conversations flowing smoothly
- identify how to build a rapport with customers through acknowledging concern
- tailor your communication style to match the customer's pace and preferences
- gain actionable strategies to transform transactional exchanges into
- compassionate interactions that meet customer needs and make them feel truly heard and understood
- explore the rapport building technique of yielding to customers
- break down how speaking in complete sentences during a customer service call helps to build rapport
- identify ways to use rapport to disarm angry customer


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3 • Building Rapport

Duration: 35 min ⏳


Customer service care costs organizations billions of dollars each year... 💵💵💵 As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. 🔌


👇 In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.


🔍 Discover how to:

- effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity)
- identify and resolve larger systemic issues within your company
- identify the first step to take with an invalid complaint
- recognize the importance of always listening to the customer
- explain how to deal with a customer who is rude and making you uncomfortable


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4 • Problem-Solving and Troubleshooting

Duration: 49 min ⏳


Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. 😡 Such situations are unquestionably tough, but - with the right approach - you can consistently de-escalate the tension. ☑️


📄 In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. 😏


🤫 She also provides tips that can help you to:

- reframe conversations
- manage expectations
- handle customers who ask for your supervisor, and more


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5 • De-Escalating Conversations

Duration: 22 min ⏳


Customer service calls can sometimes get out of control. ❎ Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. ☝️ 


Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. 😉


💡 Learn how to:

- use a limited response
- take control with close-ended questions
- assert your way out of a bad conversation
- practice proactive call management so customers feel heard. 


You’ll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions. 🤝


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6 • Call Control Strategies

Duration: 31 min ⏳


🪛 Customer service is about providing the best experience to a customer - yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. 


How can CSRs work to keep the relationship with the company strong and intact? 🤔 


This course outlines a simple four-step approach that can be used in a variety of customer service settings. ⚙️ Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more. 


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7 • Delivering Bad News

👮 Cybersecurity by Horobets I.

Duration: 1 h 15 min ⏳


🛡️ Cybersecurity doesn’t fall solely within your IT department's purview. If you own a smartphone, work on a computer, or use the internet, then you're exposed to a variety of complex security risks on a constant daily basis. 


In this course, instructor Caroline Wong details what these threats are and what you can do about them - both to protect yourself and your organization. 🔐


In a series of engaging scenarios, Caroline shines a spotlight on some of the most common security risks you'll encounter in your personal and work life, as well as how to mitigate them:

✔️ learn how to identify and avoid phishing, malware, counterfeit apps, and social engineering attacks
✔️ get tips on adhering to cybersecurity best practices for wireless networks, online accounts, software, intellectual property, and more 
✔️ become prepared to stay safe online as a remote or hybrid worker.


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1 • Cybersecurity at Work

🧘 Mental Health by Zemberova M.

Duration: 35 min ⏳


🧘 Learn how to have it all and enjoy all you have by balancing your life and work. In this course, author and productivity expert Dave Crenshaw explores smart strategies to improve focus at work and give yourself time to enjoy your time at home. 🍹


✅ To help you clear roadblocks to a more balanced life, he also answers tough questions like:

- what are the warning signs that my life is out of balance?
- how do I keep balance in any situation?
- what if my career demands that I'm always available?


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1 • Balancing Work and Life

💲 Sales by Ravichander N. P.

Duration: 34 min ⏳


Effective communication is crucial in sales, and the key lies in listening more than talking. 👂 Ronnell Richards, a sales expert, guides you through improving active listening skills to enhance customer relationships and sales outcomes. 🫰


📚 This course covers the essentials: from understanding the difference between listening and hearing to employing strategic listening for sales planning. 


🙎‍♂️ Ronnell teaches you how to turn listening into a powerful tool:

- identify the impact of active listening in sales
- explain active vs. passive listening and their roles in sales communication
- utilize questioning techniques to uncover deeper customer insights
- overcome common listening barriers in a sales context
- implement active listening strategies in sales meetings for trust-building


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1 • Listen More and Talk Less

🔹

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#XXLHUB

Welcome to #XXLHUB! 👋 Hit 🔔 for notifications ⬆️

✨ AI by Asante Afari K. & Sam R. K.

🤝 Customer Care by Horobets I.

👮 Cybersecurity by Horobets I.

🧘 Mental Health by Zemberova M.

💲 Sales by Ravichander N. P.

🔹

🖤

Made with Love by Ivan Horobets

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