- Creative swiping
- Breaking the rules
- Nailing the basics
- Contact points
Skill Level Beginner
- Customer service, or customer care, is incredibly important. It's the way that most people judge you because they can't really judge your behind the scenes quality. Think of a restaurant. You don't go in there and check, is the chef cooking to the right recipes? You trust that, you assume that. So you judge the restaurant on customer service. And yet, customer service is a forgotten area. There are pretty much no theories about it and there's a few lists and processes that I've seen but those have all been around the basics.
Answer the phone within three rings, smile, give your name, that kind of thing. But what about the delight factor. The chocolate on the pillow, the person who remembers your name or helps you with your bags, or gives you a free stamp for your postcard. It's brilliant when you experience it, but there's no system for thinking of those special things. Or is there? This course is designed to help you not just get the basics right, and we will look at them briefly, but to amaze your customers with how brilliant you are.
It's not a list of methods for delighting, it's a list of methods for generating methods for delighting. So you can use it for whatever type of business you have, large or small, manufacturing or service, self-employed or corporate, public or private sector. So let's get started.
Customer Service: Creating Customer Valuewith Jill Griffin33m 14s Intermediate
Innovative Customer Service Techniqueswith Jeff Toister44m 49s Intermediate
Managing a Customer Service Teamwith Jeff Toister1h 32m Intermediate
1. What Is Customer Service?
2. Ways to Generate Ideas, Part 1
3. Ways to Generate Ideas, Part 2
4. Ways to Generate Ideas, Part 3
5. Ways to Generate Ideas, Part 4
Wrap up1m 44s
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