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Customer Service Foundations

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Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, customer service expert Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve.

This course was created by Madecraft. We are pleased to host this training in our library.

 


01 - Introduction
  • 01 - Keeping your customers happy
  • 02 - Creating your customer service learning plan

  • 02 - 1. Building Your Customer Service Skills
  • 01 - Defining customer service
  • 02 - Identifying your customers
  • 03 - Making a difference for customers
  • 04 - Avoiding burnout by staying focused

  • 03 - 2. Building Rapport with Your Customers
  • 01 - Connecting rapport to outstanding service
  • 02 - Implementing techniques to build rapport
  • 03 - Starting a conversation
  • 04 - Enhancing your likability

  • 04 - 3. Exceeding Customer Expectations
  • 01 - Uncovering customer needs
  • 02 - Actively listening to customers
  • 03 - Identifying emotional needs
  • 04 - Managing expectations
  • 05 - Going the extra mile

  • 05 - 4. Solving Customer Service Challenges
  • 01 - Taking ownership of problems
  • 02 - Empathizing with customers
  • 03 - Preventing negative emotions
  • 04 - Defusing angry customers
  • 05 - Anchoring your own attitude
  • 06 - Expanding your influence
  • 07 - Becoming a customer advocate

  • 06 - Conclusion
  • 01 - Continuing to build your customer service skills
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    تاریخ انتشار: 10 فروردین 1402
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