Expert Insights on Essential Customer Service Skills

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  • 13 videos | 37m 1s
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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

  • 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

  • Locked
    1.  Never Take a Customer for Granted
    2m 23s
    You can never take any customer for granted. As Campbell Jones shares; anytime you do so; you’re putting your business at risk. FREE ACCESS
  • Locked
    2.  Tying Role Clarity to Internal Customer Service
    4m 59s
    When 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
  • Locked
    3.  Disgruntled Workers Don’t Give Great Customer Service
    2m 34s
    Every 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
  • Locked
    4.  Customer Service is an Ongoing Relationship
    3m 56s
    Companies 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
  • Locked
    5.  Myths of Customer Service
    1m 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
  • Locked
    6.  How to Enchant Customers
    3m 51s
    Trustworthiness; likability; and quality enchant customers. FREE ACCESS
  • Locked
    7.  Leaders Listen to Customers
    3m 3s
    Leading 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
  • Locked
    8.  Customer Service: Looking After Customers
    2m 20s
    The old myths about customer service just aren’t true. FREE ACCESS
  • Locked
    9.  Customer Service: Myths
    2m 22s
    If you want to keep your customers happy and loyal, let go of old ideas about customer service. FREE ACCESS
  • Locked
    10.  Customer Service: It Starts with You
    2m 17s
    Customer service is a culture that begins with each individual employee. FREE ACCESS
  • Locked
    11.  Customer Service: Culture Is the Fabric
    2m 28s
    Your company culture is the biggest influence on how you treat customers. FREE ACCESS
  • Locked
    12.  Customer Service on a Personal Level
    2m 26s
    A customer-centric culture has easily identifiable hallmarks, and your employees should know what they are. FREE ACCESS
  • Locked
    13.  Create a Customer-Centric Culture
    2m 32s
    Creating lifetime customers is a smart strategy to reduce marketing costs and improve profitability. FREE ACCESS

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