What will i learn?
Curriculum for this course
21 Lessons
01:15:40 Hours
EXCEEDING EXPECTATIONS
8 Lessons
00:26:41 Hours
- Customer Service Fundamentals 00:00:46
- Focusing On Customer Needs 00:02:40
- Actively Listening To Customers 00:05:30
- Overcoming Listening Barriers 00:03:48
- Identifying Emotional Needs 00:03:24
- Managing Expectations. 00:04:16
- Going The Extra Mile. 00:04:37
- Practice While You Shop Exceeding Expectations. 00:01:40
SOLVING PROBLEMS
7 Lessons
00:28:56 Hours
- Connecting Problem Resolution To Outstanding Service 00:04:21
- Taking Ownership Of Problems. 00:04:08
- Expanding Your Circle Of Influence 00:03:31
- Defusing Angry Customers. 00:05:31
- Empathizing With Customers. 00:03:47
- Anchoring Your Own Attitude. 00:03:47
- Practice While You Shop- Solving Problems. 00:03:51
MEASURING YOUR SUCCESS
6 Lessons
00:20:03 Hours
- Understanding How Your Customers View Your Service. 00:03:19
- Using Data To Evaluate Service. 00:04:42
- Using Customer Feedback To Improve Service. 00:03:41
- Understanding How Managers And Employees Work Together 00:02:57
- Earning Positive Feedback. 00:02:33
- Creating An Action Plan. 00:02:51
Requirements
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Description
Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, author and customer service consultant 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'll also share ways to find out what your customers really think about your service, and use their feedback to improve.
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