Customer Service (E-book)
Reading Objectives
Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. With that in mind, let’s review our goals for this course
By the end of this training, you should be able to:
- State what customer service means in relation to all your customers, both internal and external
- Recognize how your attitude affects customer service
- Identify your customers’ needs
- Use outstanding customer service to generate return business
- Build goodwill through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal with difficult customers
Table of Contents
Module Two: Who We Are and What We Do
Module Three: Establishing Your Attitude.
Module Four: Identifying and Addressing Customer Needs.
Module Five: Generating Return Business.
Module Six: In-Person Customer Service.
Module Seven: Giving Customer Service over the Phone.
Module Eight: Providing Electronic Customer Service.
Module Nine: Recovering Difficult Customers.
Module Ten: Understanding When to Escalate.
Module Eleven: Ten Things You Can Do to WOW Customers Every Time.