Identify what you personally gain from providing outstanding customer service. Determine the impact on your coworkers and your organization.
- 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 that they made a difference.…Let's explore some of the ways you,…your coworkers, and even your organization…might benefit when you make the effort…to provide outstanding customer service.…You can download The Value of Outstanding Service worksheet…to help you, or just jot down some notes…
LinkedIn Learning 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.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.