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Customer Service Fundamentals

with Jeff Toister
image's PMI® Program
This course qualifies for 1.75 PDUs towards maintaining PMI® certification. Learn More

Video: Welcome

Make your customers feel valued. Learn how to deliver outstanding customer service and keep them coming back to your business.
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  1. 1m 1s
    1. Welcome
    2. Using the exercise files
  2. 18m 47s
    1. Defining outstanding customer service
      3m 53s
    2. Determining the value of outstanding customer service
      3m 11s
    3. Identifying your customers
      3m 37s
    4. Creating a customer service vision
      4m 17s
    5. Seeing service through your customers' eyes
      3m 49s
  3. 20m 38s
    1. Connecting rapport to outstanding service
      3m 4s
    2. Identifying techniques that build rapport
      3m 21s
    3. Enhancing likability in person
      3m 7s
    4. Enhancing likability over the phone
      2m 49s
    5. Enhancing likability via email
      2m 56s
    6. Starting a conversation
      2m 46s
    7. Practicing building rapport while you shop
      2m 35s
  4. 25m 7s
    1. Focusing on customer needs
      2m 30s
    2. Actively listening to customers
      5m 5s
    3. Overcoming listening barriers
      3m 46s
    4. Identifying emotional needs
      3m 22s
    5. Managing expectations
      4m 13s
    6. Going the extra mile
      4m 34s
    7. Practice while you shop: Exceeding expectations
      1m 37s
  5. 32m 7s
    1. Connecting problem resolution to outstanding service
      4m 19s
    2. Taking ownership of problems
      4m 4s
    3. Expanding your circle of influence
      3m 22s
    4. Using preemptive acknowledgment to prevent negative emotions
      3m 13s
    5. Diffusing angry customers
      5m 28s
    6. Empathizing with customers
      4m 16s
    7. Anchoring your own attitude
      3m 43s
    8. Practice while you shop
      3m 42s
  6. 14m 33s
    1. Understanding how your customers view your service
      3m 19s
    2. Using data to evaluate service
      4m 40s
    3. Using customer feedback to improve service
      3m 39s
    4. Understanding how managers and employees work together
      2m 55s
  7. 5m 21s
    1. Earning positive feedback
      2m 32s
    2. Creating an action plan
      2m 49s

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Customer Service Fundamentals
Video Duration: 0s 1h 57m Beginner


View Course Description

Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, author and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He'll also share ways to find out what your customers really think about your service, and use their feedback to improve.

This course qualifies for 1.75 Category A professional development units (PDUs) through, PMI Registered Education Provider #4101.

Topics include:
  • What is outstanding customer service?
  • Identifying your customer
  • Creating a customer service vision
  • Enhancing likability in person, over the phone, and via email
  • Actively listening to customers
  • Going the extra mile
  • Taking ownership of problems
  • Diffusing angry customers
  • Using data to evaluate and improve your customer service

  • The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.


Hi, I'm Jeff Toister. Welcome to Customer Service Fundamentals. I'm excited to share with you some proven techniques for delivering outstanding customer service. These are techniques I've learned from spending more than 20 years working as a customer service trainer, manager and front line employee. In this course, we'll explore three fundamental skill sets. First, we'll cover how to create a stronger relationship with customers by building rapport.

Next, we'll focus on how to exceed your customers expectations. Finally, we'll look at proven ways to solve problems. We'll also look at ways you can measure your success in serving customers at the highest level. Let's get started.

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