Learning to build your customer service skills will have a powerful impact on your career success as well as success in other areas of your life. Through this course you will discover the direct relationship between service skills and career achievement. You will become skilled at being an exceptional service provider. You can help your organization and your career by translating your good service intentions into a workable plan and gain knowledge of ways to consistently deliver great service. The payoff is enormous.
Course Outline
Unit 1
Understand Service Matters
Longevity and Loyalty
Cost of a Lost Customer
Engage Your Customer
Unit 2
Listen to Your Customer
Active Listening
Avoid Improper Listening
The Power of Feedback
Unit 3
Web Sites and Electronic Communication
Web-Based Customer Service
Disadvantages of Web-Based Customer Service
Evaluate Your Web-Based Customer Service
Unit 4
Customer Turnoffs
Exceed customer expectations
Recognize and categorize customer turnoffs
Deal with customer expectations and turnoffs
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