Listen in to learn how customer service is a core part of any business and how you and your team can serve your customers effectively.
Overview
Syllabus
Introduction
- Build loyalty through happy customers
- What is customer service?
- Understanding customer satisfaction
- Empowerment for employees
- The five needs of every customer
- Players and trainers
- Customer attributes
- Cost of losing a customer
- Barriers to excellent customer service
- The power of perceptions
- Understanding expectations
- Levels of expectations
- Scope of influence
- Reputation management
- Exceeding customer's expectations
- Keys to credibility
- Importance of values
- Ethics in customer service
- Personal purpose statement
- What do customers want now?
- Taking action for customers
Taught by
Elaine Harris and Madecraft
