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COURSES & LIBRARIES
Course Title:
Customer Service
Units: 7Quizzes and Tests - Included/Optional
Course Summary:
by G. Liam Thompson
How you will benefit:
- Learn how to keep customers for life
- Create a customer service plan to benefit your company
- Find and act on customer service opportunities
- Establish a customer-driven culture within your company
- Evaluate and manage your employees to better serve customers
- Solve problems creatively and positively
- Motivate your employees to better serve customers
What you will learn:
- What is Customer Service?
- How to keep customers for life
- How to find the competitive edge
- Determining the difference between conventional and service economy
- The top 9 steps to keeping customers for life
- A Customer Service Plan
- Identifying your customers
- How to write company’s mission statement
- Making and communicating your commitment to customer service
- Learning to walk the talk in customer service
- Finding the Customer Service Opportunities
- The causes of poor customer service
- The 5 guidelines of measuring customer service
- Learning to do the right things right
- Tracking customer service ratings
- Customer-Driven Management
- Establishing a customer-driven culture
- Designing a blueprint for success
- How to see from a customer’s point of view
- The 10 things customers need
- The Customer/Employee Relationship
- Evaluating the customer/employee relationship
- Giving employee information and empowerment
- Managing your employees
- Ways to motivate your employees
- Creative problem solving
- Empowering your employees
- Rational vs. creative problem solving
- The IDEA process – how and when to use it
- Setting success goals
- Making Customer Service Work for You
- Employing problem solving techniques
- Giving positive feedback
- Offering recognition
- How to motivate employees
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