Customer Service Foundations

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

Introduction

• Keeping your customers happy
• Creating your customer service learning plan

1. Building Your Customer Service Skills

• Defining customer service
• Identifying your customers
• Making a difference for customers
• Avoiding burnout by staying focused

2. Building Rapport with Your Customers

• Connecting rapport to outstanding service
• Implementing techniques to build rapport
• Starting a conversation
• Enhancing your likability

3. Exceeding Customer Expectations

• Uncovering customer needs
• Actively listening to customers
• Identifying emotional needs
• Managing expectations
• Going the extra mile

4. Solving Customer Service Challenges

• Taking ownership of problems
• Empathizing with customers
• Preventing negative emotions
• Defusing angry customers
• Anchoring your own attitude
• Expanding your influence
• Becoming a customer advocate

Conclusion

• Continuing to build your customer service skills