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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 lynda.com, PMI Registered Education Provider #4101.
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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