YoVDO

Providing Legendary Customer Service

Offered By: LinkedIn Learning

Tags

Customer Service Courses Business Ethics Courses Customer Retention Courses Customer Experience Courses Customer Satisfaction Courses Customer Loyalty Courses Employee Empowerment Courses

Course Description

Overview

Listen in to learn how customer service is a core part of any business and how you and your team can serve your customers effectively.

Syllabus

Introduction
  • Build loyalty through happy customers
1. Serving Your Customers
  • What is customer service?
  • Understanding customer satisfaction
  • Empowerment for employees
  • The five needs of every customer
  • Players and trainers
  • Customer attributes
  • Cost of losing a customer
2. Managing Perceptions and Expectations
  • Barriers to excellent customer service
  • The power of perceptions
  • Understanding expectations
  • Levels of expectations
  • Scope of influence
  • Reputation management
  • Exceeding customer's expectations
3. Values and Ethics in Customer Service
  • Keys to credibility
  • Importance of values
  • Ethics in customer service
  • Personal purpose statement
  • What do customers want now?
Conclusion
  • Taking action for customers

Taught by

Elaine Harris and Madecraft

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