Customer Service Foundations

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.

Learning objectives
Explore how you can build rapport with the people you serve.
Name three ways you can use active listening to serve your customers more effectively.
Identify the different types of needs that must be addressed in order to solve problems.
Explain the benefits of taking ownership of a problem.
Define “preemptive acknowledgment” and recognize its impact on customer service.
List two types of attitude anchors and explain their differences.