Expert Insights on Essential Customer Service Skills
Everyone
- 13 videos | 37m 1s
- Earns a Badge
When you leave customer service to chance, you put your business at risk. Teach employees the critical skills they need to develop relationships with customers and empower them to delight and surprise customers at every opportunity.
WHAT YOU WILL LEARN
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Acquire insights on the importance of good customer service and not taking any customer for granted.
Acquire insights on an exercise to improve internal customer service in an organization.
Acquire insights on delivering great customer service by supporting your team and removing any obstacles in their way.
Acquire insights on how different companies focus on delighting customers by providing good customer-service and building a relationship of mutual trust and loyalty.
Acquire insights on some of the misconceptions of customer service.
Acquire insights on some qualities that help attract customers.
Acquire insights on listening to customers as an important leadership trait. -
Acquire insights on old myths about customer service.
Acquire insights that in order to keep your customers happy and loyal, you must let go of old ideas of customer service.
Acquire insights on understanding that customer service is a culture that begins with each individual.
Acquire insights on understanding that your company culture is the biggest influence on how you treat customers.
Acquire insights on understanding that a customer-centric culture has easily identifiable hallmarks, and your employees should know what they are.
Acquire insights on how creating lifetime customers is a smart strategy to reduce marketing costs and to improve profitability.
IN THIS COURSE
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1. Never Take a Customer for Granted2m 23sYou can never take any customer for granted. As Campbell Jones shares; anytime you do so; you’re putting your business at risk. FREE ACCESS
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2. Tying Role Clarity to Internal Customer Service4m 59sWhen two people or groups are in a customer-provider relationship; such as a boss and subordinate or two groups in different silos; let each person or group tell the other what they want and what they don’t want. The exercise improves internal customer service. FREE ACCESS
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3. Disgruntled Workers Don’t Give Great Customer Service2m 34sEvery company wants to deliver great customer service; but usually doesn’t. Great customer service has more to do with the employee than the customer. Your job as a manager is to identify obstacles and remove them. A great way to do that is to ask. FREE ACCESS
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4. Customer Service is an Ongoing Relationship3m 56sCompanies like Harley-Davidson; Zappos; Running Room; Uber; and Apple offer several ways to access customer service. They don’t use scripts; but empower customer reps to make decisions and surprise and delight customers. Sarah Robinson gives examples. FREE ACCESS
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5. Myths of Customer Service1m 51s“The customer is always right” is a myth. But the customer is always the customer. What customers want most is to be listened to. “No news is good news” is also a myth. Make sure that you get feedback from customers at every phase of delivery. FREE ACCESS
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6. How to Enchant Customers3m 51sTrustworthiness; likability; and quality enchant customers. FREE ACCESS
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7. Leaders Listen to Customers3m 3sLeading an organization requires attention to the day-to-day minutia of the business and an understanding of the connection between the business and its employees and customers. FREE ACCESS
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8. Customer Service: Looking After Customers2m 20sThe old myths about customer service just aren’t true. FREE ACCESS
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9. Customer Service: Myths2m 22sIf you want to keep your customers happy and loyal, let go of old ideas about customer service. FREE ACCESS
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10. Customer Service: It Starts with You2m 17sCustomer service is a culture that begins with each individual employee. FREE ACCESS
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11. Customer Service: Culture Is the Fabric2m 28sYour company culture is the biggest influence on how you treat customers. FREE ACCESS
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12. Customer Service on a Personal Level2m 26sA customer-centric culture has easily identifiable hallmarks, and your employees should know what they are. FREE ACCESS
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13. Create a Customer-Centric Culture2m 32sCreating lifetime customers is a smart strategy to reduce marketing costs and improve profitability. FREE ACCESS
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
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