The Fundamentals of Exceptional Customer Service

You've seen the ad campaigns that boast, "Customer satisfaction guaranteed." But in today's marketplace, satisfaction isn't enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking, and establishes the building blocks for a service mentality that increases customer commitment, not to mention profits. Learn how to develop service standards and track their effectiveness. Gain new insights and strategies from the corporate masters of customer service. Explore the value of building relationships with customers. Most importantly, by the end of the course you'll be able create your own customer-focused philosophy.

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Front Line Staff, Managers, Team Leaders

WEB

Course Overview|Lesson Overview| - recognize the value of learning key factors that constitute the framework of customer service.|The Two Sides of Service| - match the types of service, tangible and intangible, to their corresponding examples.|The Language of Service| - determine whether a sales professional is effectively using non-verbal communication skills, in a given scenario.|Service is Everyone's Job| - determine if customer service is provided at all levels within an organization, in a given scenario.|Processing Customer Service| - identify factors to consider when reviewing customer-service processes, given a scenario.|Lesson Overview| - recognize the value of consistently setting and tracking new service standards that result in continuous improvement.|Defining Service Standards| - identify examples of service standards.|The Service "Can Do's" in Your Workplace| - identify the strategies that an employee should use to implement a service standard, in a given scenario.|How To Track the Standards You've Set| - identify the questions used when measuring how often standards are met.|Creating A Climate of Continuous Improvement| - identify methods for continuous improvement of service standards, given a scenario.|Lesson Overview| - recognize best practices and useful tools in providing superior customer service.|The ABCs of LRPC| - calculate Lifetime Revenue Per Customer (LRPC), given an example.|Getting Personal with Service| - identify which customer contact points can be better personalized for the customer, in a given scenario.|Follow So You Can Lead| - identify the key methods of consistent follow-up, in a given scenario.|Lesson Overview| - recognize the benefits of the three steps to your personal service action plan.|Walk a Mile in Your Customer's Shoes| - identify which processes should be evaluated and improved based on customer experiences, in a given scenario.|Building Relationships to Build Success| - identify the strategies to build customer relationships and improve service, in a given scenario.|Achieving a Customer-focused Philosophy| - identify the methods for creating a personal customer service philosophy, in a given scenario.|

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