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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