Customer Service Foundations

Overview

Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.

Syllabus

Introduction

  • Keep your customers happy
  • What to know before watching this course

1. Outstanding Customer Service

  • Define outstanding customer service
  • Determine the value of outstanding customer service
  • Identify your customers
  • Create a customer service vision

2. Build Rapport

  • Connect rapport to outstanding service
  • Implement techniques to build rapport
  • Start a conversation
  • Enhance likability in-person
  • Enhance likability on the phone
  • Enhance likability via email, chat, or SMS

3. Exceed Expectations

  • Uncover customer needs
  • Actively listen to customers
  • Identify emotional needs
  • Manage expectations
  • Go the extra mile

4. Solve Problems

  • Take ownership of problems
  • Act on customer feedback
  • Empathize with customers
  • Expand your influence
  • Prevent negative emotions
  • Diffuse angry customers
  • Anchor your own attitude
  • Create a plan

Conclusion

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