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Watching:

Using the exercise files


From:

Customer Service Fundamentals

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

Video: Using the exercise files

You have access to the exercise files, I'll be referencing throughout this course. I've included worksheets and checklists in the exercise files for all lynda.com members to use. I'll reference them throughout the course.
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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

Using the exercise files

You have access to the exercise files, I'll be referencing throughout this course. I've included worksheets and checklists in the exercise files for all lynda.com members to use. I'll reference them throughout the course.

There are currently no FAQs about Customer Service Fundamentals.

 
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Exercise files are the same files the author uses in the course. Save time by downloading the author's files instead of setting up your own files, and learn by following along with the instructor.

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Exercise files video

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Learn by watching, listening, and doing, Exercise files are the same files the author uses in the course, so you can download them and follow along Premium memberships include access to all exercise files in the library.


Exercise files

Exercise files video

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For additional information on downloading and using exercise files, watch our instructional video or read the instructions in the FAQ .

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Learn by watching, listening, and doing! Exercise files are the same files the author uses in the course, so you can download them and follow along. Exercise files are available with all Premium memberships. Learn more

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