Providing Legendary Customer Service
1h 14mBeginner2021-02-05
Authors
Elaine Harris
Customer Service Expert, Trainer, and Author
Madecraft
Full-Service Learning Content Company
Course details
Do you truly understand how to provide great customer service? In this audio-only course from customer service expert Elaine Harris, she details how to serve your customers with excellent service. Elaine explains how to better understand customers and the high cost of losing a customer. She also speaks about managing perceptions and expectations of customers in order to exceed them. Finally, Elaine covers values and ethics in customer service and how you and your organization can take a customer-centric approach.
Skills covered
Audio ContentCustomer Service SkillsCustomer Service
Concepts
0. Introduction
- 01 - Build loyalty through happy customers
1. Serving Your Customers
- 02 - What is customer service
- 03 - Understanding customer satisfaction
- 04 - Empowerment for employees
- 05 - The five needs of every customer
- 06 - Players and trainers
- 07 - Customer attributes
- 08 - Cost of losing a customer
2. Managing Perceptions and Expectations
- 09 - Barriers to excellent customer service
- 10 - The power of perceptions
- 11 - Understanding expectations
- 12 - Levels of expectations
- 13 - Scope of influence
- 14 - Reputation management
- 15 - Exceeding customer's expectations
3. Values and Ethics in Customer Service
- 16 - Keys to credibility
- 17 - Importance of values
- 18 - Ethics in customer service
- 19 - Personal purpose statement
- 20 - What do customers want now
Conclusion
- 21 - Taking action for customers