Customers have expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but, all the same, they have a strong influence on how your company, its employees, products, and services are perceived. In the first lesson of this course, you'll be shown what characteristics customers want to see demonstrated, what external influences generate customers' expectations, and how your company's ability to fulfill expectations at various levels impacts on customer satisfaction. Too often, the service that customers receive is based more on the needs of the company than the wants of the customer. For example, customer interface technologies are usually introduced to save on costs, and keep prices competitive. Companies believe that low prices are what customers value above all else, and they think that the additional efficiency of the automated systems will be appreciated. However, when asked, customers frequently say they would be willing to pay more to be given Customer service managers, supervisors, and team leaders, and anyone with responsibility for managing the delivery of quality customer service
Training Avaliability and Delivery
This is primarily online training
This is an online eLearning or CBT training program
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Customer service managers, supervisors, and team leaders, and anyone with responsibility for managing the delivery of quality customer service
Topics
Objectives
The Fundamental Criteria of Customer Service
recognize the benefits of knowing what influences customers' perceptions of service.
classify examples of customer service according to the essential service quality characteristics they illustrate.
demonstrate the essential characteristics of service quality, in a given situation.
classify service factors according to the type of customer requirement they satisfy.
use given research information to suggest service factor modifications that ensure improvement in overall customer satisfaction, in a given situation.
identify the external influences on the customer expectations described.Identifying Customers' Expectations
recognize the benefits of qualitative customer satisfaction research.
classify methods of exploratory research according to format.
choose appropriate data-collection methods for given and available resources.
recognize four question types for gaining qualitative customer feedback.
use appr
About Serebra Learning Corporation - Training Provider
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
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