To better serve customers, service workers need to build a relationship with each one. Customers have needs beyond completing a simple business transaction; they have Emotional Needs as well. Customer service workers can fulfill these needs by building rapport with the customers they serve. Rapport is built by carefully listening to the customer, in order to understand what their wants and... more
Customer service providers face both organizational and personal roadblocks that can prevent them from delivering exceptional customer service for every customer. Understanding what these roadblocks are and working to overcome them helps customer service providers overcome these challenges. This course shows how to overcome these obstacles to ensure every customer receives the service they... more
Much customer service is done when service workers are helping customers face-to-face. For customer service workers to provide exceptional customer service in the fast-paced, competitive business world, they must be able to gather information appropriately by asking and answering questions. Having this skill allows them to better understand a customer’s needs, which leads to a higher... more
For companies and individuals to be effective at exceptional customer service, they must master the art and science of communications. This mastery starts with a good understanding of the elements of communication and the basic communications styles service providers will encounter. Communication is important to a business; it is especially important when it comes to customer service. This... more
All companies have competition. Depending on the industry, a company’s competitors may count in the tens, hundreds, or even thousands. All these companies are working hard to gain customer attention. Customers prefer to spend their money with companies that deliver great service, respect their needs, and are willing to build a positive relationship with them. Companies that invest in creating... more
Taking a consultative approach to customer service can build a loyal, profitable customer base. This course discusses how to take a consultative approach to customer service.
Advocates have a huge influence over other current and potential customers as they are seen as “one of them”. Companies that promote a customer advocacy management program can reap the benefits these advocates provide. Customer Advocacy is a specialized form of customer service where companies focus on what is best for the customer.
Many companies reward their best customers with special deals. This course discusses the value of customer loyalty programs.
Customer Relationship Management uses technology to keep track of customer data, which can then be analyzed and used by companies and individuals. This course discusses how customer service management systems work and how they are used to provide better customer service.
Excellent customer service is one of the most important things in providing quality health care and can make a significant difference for service providers as well as their clients, patients, and consumers. This course provides an introduction to customer service in the behavioral healthcare setting and how to identify the difference between mediocre and exceptional customer service.
Customers are the lifeblood of virtually every business in every industry. Organizations and individuals who strive to deliver exceptional customer service are more likely to be successful. Providing good customer service is one of the most important things in healthcare. It can make a significant difference for the experiences of staff members and their residents and patients. In the private... more
Customer service professionals play a vital role in any organization that wants to be profitable. Professional service can be a competitive advantage that helps build a strong, consistent, and loyal customer base. In order for an organization to rise above their competition, they need a dedicated, professional customer service workforce that strives to build customer loyalty. This course... more
In order to be successful, companies and individuals must first decide where they want to go, and then they make plans on how to reach their objectives. This course discusses how organizations develop and execute customer service strategies.
Listening is more than simply hearing the words said by someone else. Listening occurs when the listener takes the time to fully comprehend what the speaker is trying to say. This is an important skill for customer service providers, because the customer’s decision to purchase a good or product is as much an emotional decision as it is a rational one. Customer service workers who learn how to... more
When customer service providers give customers value that goes beyond the product or service offered, they create partnerships. Establishing partnerships with the customer is an important way to grow sales and a business. When a customer service worker adds value to a customer relationship, they can direct resources and capabilities in ways that really benefit every customer they come into... more
In today’s fast-paced world, customer service providers need to rely on email and telemarketing to stay connected to customers. The use of email has revolutionized the way the working world communicates. Email lets customer service workers stay connected to customers asynchronously, without having to talk directly to them. When used properly, email is a very effective service tool. Another... more
All customer service workers will have to deal with angry and upset customers at times. This course discusses ways to handle extreme customers.
Well trained, empowered, satisfied employees are much more likely to deliver exceptional customer service. An old adage says that the “customer comes first.” But some companies are finding that placing their employee’s needs first actually leads to much better customer service. This is because a loyal, empowered, well trained, happy employee is much more likely to treat customers well when... more
Customer service is not about making a sale at all costs; it’s about ensuring the customer receives what they need. Customers’ Perception of a company’s customer service is affected by the actual service delivered. Service failures are bound to arise, so rather than dwelling on negative aspects of customer problems, companies should focus on the positive opportunities the problems generate. ... more
Most every business today sells something, whether it is a commodity, product, or a service. These companies need someone to purchase goods and services from them, in other words they need to have customers who actually want to purchase what they have. Companies who understand their customers are more likely to deliver exceptional customer service and be profitable. This requires companies to... more
No matter how hard a customer service worker tries, some customers will not be satisfied. It only takes one unsatisfied person to shatter a perfectly good day at work for everyone and to steer many more prospective customers away from you. Unhappy customers have their reasons for being discontent, but it’s the customer service workers job to figure out how to make them happy. They can do this... more
Exceptional customer service doesn’t just happen; it requires careful planning. Management in a customer service organization should regularly conduct a gap analysis that compares the company’s actual performance to their potential performance. To do this, managers need to first understand how their company uses knowledge, standards, delivery, and communication to meet customer’s needs. They... more
Customer service is a business investment that impacts a company’s bottom line. This course discusses how customer service impacts returns on investment.
Each company has its own unique business objectives, but they all share a common need to measure customer satisfaction if they want to meet this objective. This course discusses ways to measure satisfaction, which in turn helps companies deliver exceptional customer service.
How customer service workers dress and behave often says more to the customer then the words these workers actually use. Sensing people’s needs through nonverbal communication is important because valuable information can be gained about a customer’s state of mind by paying attention to what you see and hear. Customer service workers who learn how to present themselves in a positive,... more
Customer service failures are an inevitable part of doing business; no matter how committed a company is to providing exceptional customer service. The first step in providing a fair alternative is to listen to the customer’s needs. Next, apply fairness to the process that meets the customer’s need while maintaining company integrity.
All customer service workers will encounter customers who say “no”. If customers express disinterest as you begin to describe a product or service, they most likely have no intention to buy. At other times customers are interested but don’t have enough information to make a purchasing decision. Effective customer service providers understand the difference, and work to overcome the customer’s... more
Customers in today’s fast paced world sometimes feel like they are just another face in the crowd. Personalized service builds a loyal customer base, and can be achieved through either a well-trained staff or by sophisticated web applications. Personalized customer service is delivered by well-trained customer service providers or it is facilitated by sophisticated software applications. This... more
A big part of the customer service provider’s job is to fix problems. Effective problem solving by customer service representatives is a highly regarded ability. Customer service representatives who are considered especially good problem solvers are systematic, analytical, and have first-rate interpersonal skills. These skills don’t happen on accident, though; they happen when customer service... more
Today’s savvy customer expects more than simply good service; they expect exceptional service. They want a company and its employees to exceed their expectations by demonstrating that the organization cares for them by working immediately and decisively on their behalf. Customer service providers who go out of their way to add value to each and every transaction are in a better position to... more
In order to have a customer-centric organization, all company employees must be responsive to customer needs. This course discusses how companies and workers can best respond to their customers.
Not all customer service work happens face-to-face; much of it is conducted by phone. Telephone greetings are critical because they help form first impressions, which help them decide whether to do business with a company in the long run. Having polished telephone skills and practice good phone etiquette may be the difference between an average and exceptional customer service experience. ... more
No matter how hard a company or customer service provider works to please the customer, there will always be some customers who complain. This course discusses ways to resolve customer service problems.
To have a customer service advantage companies should focus on both personal and standard services. Standardized service is important because it ensures that all customers, regardless of who they are or how much they spend, receive an exceptional customer service experience. Companies standardize their services to increase the consistency of both service quality and quantity. This course... more
Companies and customer service providers who want to be competitive, both at home or abroad, need to understand the impacts that globalization and diversity have on their business. Companies that don’t focus on this ever-growing and economically-empowered customer base will soon lose business to their competition. To better serve these diverse cultures, first seek to understand them. Most... more
Some companies are more competitive because their core business strategy includes striving for and the delivery of exceptional customer service. This in turn gives these companies a service advantage because they beat out the competition by giving their customers better service. Customer service providers who understand the importance of having exceptional customer service enjoy a service... more
Technology has impacted how companies do business and how customer service is delivered. To stay profitable in the internet age, customer service providers should understand and embrace the power of the virtual customer. Virtual customers provide valuable feedback on product development and improvement that in the end improves service for all customers. This course discusses several dynamics... more
Customer service providers don’t work in a vacuum; they work on teams. Teamwork is work done by several people, each doing a part but with all parts contributing to the whole. Teamwork creates a synergy where the combined effect of the efforts of many individuals is greater than the sum of their individual efforts. When a workplace embraces teamwork and builds a team-centric culture, they are... more
Almost all businesses and industries rely upon their customers to earn a profit. Being able to understand a customer’s needs and being able to fulfill those needs effectively is a strategic advantage for organizations. Before excellent customer service can be delivered, the service provider needs to understand basic elements and terms relating to customer service as well as the impact that... more
From simple e-mails to formal customer letters, customer service representatives will need to compose documents that educate, persuade, inform, or enlighten the customer. They will need to be as savvy and professional in their written communications as they are in-person and verbally if they are to meet their customer’s needs. This means customer service workers should understand their... more