Customer Service Fundamentals Putting People First

Last updated 8/2022MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHzLanguage: English | Size: 2.76 GB | Duration: 2h 49m

What you'll learn

Appreciate the true value of positive customer service at every level of an industry

Understand the practices, principles and "rules" of great customer services

Deliver outstanding customer service throughout your career

Manage and deal with both positive and negative feedback experiences

Evaluate yourself and your business to detee the key wins required to deliver the customer service possible

Implement effective communication strats to resolve customer issues and improve customer satisfaction.

Foster positive customer relationships through active listening and empathy.

Utilize conflict resolution techniques to deescalate difficult customer situations.

Implement customer feedback to continuously improve service delivery.

Identify and prioritize customer needs to deliver personalized service experiences.

Requirements

Knowledge of the English language.

Interest in people and helping others out

Description

There is no such thing as a job today that isn't service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business. Rather than deal with trite "corporate speak," this program gets to the core of how to work and engage with people to help them. This course covers the following topics: 1. Customer Service Overview 2. What is Customer Service All About? 3. Why is it More Important Than Ever? 4. How it Applies to Every Business 5. Five Service Levels of Companies 6. Key Factors 7. Rules of Great Service 8. Getting to High Service Levels 9. Evaluate Yourself/Evaluate Your Company 10. Powering a Great Service Culture 11. Case Study: Starbucks 12. Personal Prs 13. Steps to Great Customer Service 14. A Deeper Look at Managing Negative Customer Service Engagements 15. The Review/Take-aways More about this course and StarweaverThis course is led by seasoned customer service and sales executive with many years of hands-on, in-the-trenches sales, customer relationship management, business development and marketing work. It has been designed, produced and delivered by Starweaver. Starweaver is one of the most highly regarded, well-established training providers in the world, providing training courses to many of the leading financial institutions and technology companies, including:Ahli United Bank; Mashreqbank; American Express; ANZ Bank; ATT; Banco Votorantim; Bank of America; Bank of America Global Markets; Bank of America Private Bank; Barclay Bank; BMO Financial Group; BMO Financial Services; BNP Paribas; Boeing; a; Citibank; Cognizant; Commerzbank; Credit Lyonnais/Calyon; Electrosonic; Farm Credit Administration; Fifth Third Bank; GENPACT; GEP Software; GLG Group; Hartford; HCL; HCL; Helaba; HSBC; HSBC Corporate Bank; HSBC India; HSBC Private Bank; Legal & General; National Australia Bank; Nomura Securities; PNC Financial Services Group; Quintiles; RAK Bank; Regions Bank; Royal Bank of Canada; Royal Bank of Scotland; Santander Corporate Bank; Tata Consultancy Services; Union Bank; ValueMomentum; Wells Fargo; Wells Fargo India Solutions; Westpac Corporate Bank; Wipro; and, many others.Starweaver has and continues to deliver 1000s of live in-person and online education for organizational training programs for new hires and induction, as well as mid-career and senior-level immersion and leadership courses.If you are looking for live streaming education or want to understand what courses might be best for you in technology or business, just google:starweaver journey builder starweaver[dot]comHappy learning.

Overview

Section 1: Introduction to Customer Service

Lecture 1 Welcome!

Lecture 2 Introduction to Customer Service

Lecture 3 Relationship between Sales and Service

Lecture 4 Why Customer Service is so Important

Lecture 5 Five Levels of Business Customer Service Part 1

Lecture 6 Five Levels of Business Customer Service Part 2

Lecture 7 Five Levels of Business Customer Service Part 3

Section 2: Providing Great Customer Service

Lecture 8 Key Factors in Customer Service Excellence

Lecture 9 Customer Loyalty