Quick Fixes to Attain Excellent Customer Service
33mBeginner2015-10-20
Authors
Jeff Toister
Author, Consultant, Trainer
Course details
Whether it's an individual employee or an entire team that is underperforming, there are often simple solutions that will instantly improve customer service. Unfortunately, many managers don't know where to look. In this short course, expert Jeff Toister provides step-by-step instructions for solving many common customer service problems, including chronic complaints, slow service, or low first contact resolution. The course reveals tools to quickly find and fix these problems before they get out of hand.
Skills covered
Customer Service ManagementCustomer ServiceOne-Off
Concepts
0. Introduction
- 01 - Welcome
- 02 - Getting the most out of this course
- 03 - What is a quick fix
1. Finding Quick Fixes
- 04 - Identifying performance gaps
- 05 - Defining the scope of the problem
- 06 - Checking awareness
- 07 - Finding performance barriers
2. Problem-Solving Tools
- 08 - Understanding quick fix tools
- 09 - Process mapping
- 10 - Analysis tools
Conclusion
- 11 - Involving the team
- 12 - Next steps