Customer Service Foundations

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

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

Conclusion

• Create a plan