Do your customers feel valued? When they do, they keep coming back. When they don’t, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve.
MODULE 1 Outstanding Customer Service
MODULE 2 Build Rapport
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5
Identify your customersIdentify your customers
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6
Create a customer service vision
Create a customer service vision
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7
Connect rapport to outstanding service
Connect rapport to outstanding service
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8
Implement techniques to build rapport
Implement techniques to build rapport
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9
Start a conversation
Start a conversation
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10
Enhance likability in person
Enhance likability in person
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11
Enhance likability on the phone
Enhance likability on the phone
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12
Enhance likability via email, chat, or SMS
Enhance likability via email, chat, or SMS
MODULE 3 Exceed Expectations
MODULE 4 Solve Problems
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18
Take ownership of problems
Take ownership of problems
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19
Act on customer feedback
Act on customer feedback
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20
Empathize with customers
Empathize with customers
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21
Expand your influence
Expand your influence
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22
Prevent negative emotions
Prevent negative emotions
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23
Defuse angry customers
Defuse angry customers
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24
Anchor your own attitude
Anchor your own attitude