Overview

There is no such thing as a job today that isn't service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business.

This course covers the following topics:

1. Customer Service Overview
2. What is Customer Service?
3. Why is it More Important Than Ever?
4. How it Applies to Every Business
5. Five Service Levels of Companies
6. Key Factors
7. Rules of Great Service
8. Getting to High Service Levels
9. Evaluate Yourself/Evaluate Your Company
10. Powering a Great Service Culture
11. Case Study: Starbucks
12. Personal Primers
13. Steps to Great Customer Service
14. A Deeper Look at Managing Negative Customer Service Engagements
15. The Review/Take-aways

Learning Outcomes

What you'll Learn

  • You'll learn how to perform outstanding customer service
  • You'll learn the benefit of positive customer service at every level of an industry
  • You'll learn how positive and negative feedback affect your company's sales
  • You'll learn how to manage negative customer service engagements

Course curriculum

  • 1

    Introduction to Customer Service

    • Introduction to Customer Service FREE PREVIEW
    • Introduction to Customer Service (Slides)
    • Relationship between Sales and Service
    • Relationship between Sales and Service (Slides)
    • Why Customer Service is so Important
    • Why Customer Service is so Important (Slides)
    • Five Levels of Business Customer Service Part 1
    • Five Levels of Business Customer Service Part 1 (Slides)
    • Five Levels of Business Customer Service Part 2
    • Five Levels of Business Customer Service Part 2 (Slides)
    • Five Levels of Business Customer Service Part 3
    • Five Levels of Business Customer Service Part 3 (Slides)
  • 2

    Providing Great Customer Service

    • Key Factors in Customer Service Excellence FREE PREVIEW
    • Key Factors in Customer Service Excellence (Slides)
    • Customer Loyalty
    • Customer Loyalty (Slides)
    • Rules to Great Service
    • Rules to Great Service (Slides)
    • Key Characteristics of Delivery
    • Key Characteristics of Delivery (Slides)
    • Evaluating Yourself and Your Company
    • Evaluating Yourself and Your Company (Slides)
    • Evaluating Your Service Attitude
    • Evaluating Your Service Attitude (Slides)
    • Powering a Service Culture
    • Powering a Service Culture (Slides)
    • Personal Primers
    • Personal Primers (Slides)
    • Steps to Great Customer Service
    • Steps to Great Customer Service (Slides)
  • 3

    Problem Resolution

    • Problem Resolution Process FREE PREVIEW
    • Problem Resolution Process (Slides)
    • Principles for Managing Negative Relationships
    • Principles for Managing Negative Relationships (Slides)
    • Steps to Resolving Negative Situations/Review
    • Steps to Resolving Negative Situations/Review (Slides)