Innovative Customer Service Techniques

Course details

Help customer service teams unlock hidden potential and take customer service to new levels. In this course, designed to benefit managers and frontline employees alike, instructor Jeff Toister shares research and offers insight into what elite customer service professionals know and do, and discusses the two basic needs of every customer. Find out how social pressure can affect quality of service, learn what highly motivated customer service employees have in common, and discover ways to encourage people to work together as a team.

Learning objectives
Identifying the most important need
Using positive language
Making wait time more bearable
Improving powers of observation
Overcoming the illusion of speed
Reducing the negative impact of multitasking
Avoiding directed-attention fatigue

Concepts

Getting Innovative with Your Customer Service

01 - Help your team unlock their potential
02 - What you'll learn from watching this course
03 - Understanding why customer service is hard

1. Influencing Customer Perceptions

04 - Identifying the most important need
05 - Winning the moments of truth
06 - Making wait time more bearable
07 - Getting customers to know your name

2. Enhancing Your Service Senses

08 - Improving your powers of observation
09 - Overcoming the illusion of speed
10 - Understanding the consequences of multitasking
11 - Avoiding directed attention fatigue

3. Building Teamwork

12 - Identifying the secrets of employee motivation
13 - Increasing teamwork between departments
14 - Creating positive social pressure

Conclusion

15 - Resources to improve your customer service