- List three factors to consider when choosing the best service channel.
- Identify the fundamental skill that is the basis for the “Make Their Day” exercise.
- Name one thing a customer should not do after making a mistake.
Skill Level Intermediate
- Great customer service often comes down to an interaction between two people, the customer, and the employee. Customers can influence the quality of service they receive by using many of the same interpersonal skills that employees use to serve them. In my LinkedIn Learning Course, I'm going to show you how to consistently get better service, by becoming the type of customer who employees will go out of their way to serve. These skills fall into three categories, Rapport Building, the Extra Mile, and Problem Solving.
Building Rapport allows us to create an interpersonal connection with service providers. People want to deliver better service when they know us, and like us. Going the Extra Mile, can make us easier to serve, and encourages service providers to provide us with just a little extra service. And finally, Solving Problems is the key to customer service, whether you're the customer, or the employee. Hi, my name is Jeff Toister. I'm an author, consultant, and trainer who helps customer service teams unlock their hidden potential.
Part of my job involves researching the relationship between customers, and employees. One surprising discovery, is that the same skills I share on my customer service training, can be used by customers, to get better service. So, whether you're working on your own customer service skills, or you're just interested in getting better service yourself, my goal is to show you some valuable interpersonal skills that will last a lifetime.