Customer Service Fundamentals
Illustration by Neil Webb

Determining the value of outstanding customer service


From:

Customer Service Fundamentals

with Jeff Toister
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Video: Determining the value of outstanding customer service

When people think about outstanding customer service, there's often an employee who goes above and beyond to be the hero. You may have heard the story about a department store employee who allowed an elderly customer to return a set of tires, even though the store didn't sell tires. Another popular story involves a call center representative spending a whopping 10 hours on a phone call with one customer. Think about an experience where you received outstanding customer service. There's a good chance that an individual employee went above and beyond to make it happen.
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  1. 1m 1s
    1. Welcome
      49s
    2. Using the exercise files
      12s
  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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Watch the Online Video Course Customer Service Fundamentals
1h 57m Beginner Mar 06, 2014

Viewers: in countries Watching now:

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.

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.
Subject:
Business
Author:
Jeff Toister

Determining the value of outstanding customer service

When people think about outstanding customer service, there's often an employee who goes above and beyond to be the hero. You may have heard the story about a department store employee who allowed an elderly customer to return a set of tires, even though the store didn't sell tires. Another popular story involves a call center representative spending a whopping 10 hours on a phone call with one customer. Think about an experience where you received outstanding customer service. There's a good chance that an individual employee went above and beyond to make it happen.

Have you ever wondered why they gave that extra effort? People go above and beyond because they get something out of it. Even if it's just the satisfaction of knowing they made a difference. Let's explore some of the ways you, your coworkers and even your organization might benefit when you go above and beyond to provide outstanding customer service. You can download the worksheet to complete the exercises in this video, or just jot down some notes on a blank piece of paper. A good place to start is to look at how you might benefit personally from providing your customers with service that exceeds their expectations.

Make a list of what you gain from putting in that extra effort. It may help to think about a specific situation where you went out of your way to delight a customer. Here's some examples that might be on your list. It made your day better because happy customers are easier to serve. You were in a good mood when you served your next customer. You received positive recognition from the customer, a coworker, or even your boss. You felt a sense of accomplishment. You had a better relationship with that customer the next time they return.

So those are some examples of benefits you might personally gain from providing outstanding customer service. We can also have a positive impact on our coworkers when we personally provide outstanding service. Let's make a list of ways your extra effort might benefit the people you work with. This time, it might be helpful to think about how you felt when one of your coworkers delivered outstanding service. Here's some examples that might be on your list. Your coworkers will have to fix fewer problems.

Great service brings positive energy to the entire team. Trust levels increase when coworkers know they can count on each other. You can be a positive role model. Everyone benefits from working with happier customers. So that's how your coworkers might benefit from you providing outstanding service. Now, customers often look at the people Who serve them as representatives of the entire organization. As the third step in this exercise, make a list of benefits your company receives when you personally provide outstanding customer service.

Here's some examples that might be on that list. Increased profits, retain customers, positive word of mouth. Hopefully this exercise helped you identify some reasons that providing outstanding service is important to you. Customer service isn't always easy but the important thing to remember is that you can choose to give the extra effort to be outstanding.

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