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

Viewers:

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.

Lynda.com is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.

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

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:

Welcome

- 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 skillsets. First, we'll cover how to create a stronger relationship with customers, like building rapport. Next, we'll focus on how to exceed your customer's 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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