2014
Lynda.com
Jeff Toister
1h 27m
English

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.
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

Welcome 49s
Using the exercise files 12s
1. The Value of Outstanding Customer Service 18m 47s
Defining outstanding customer service 3m 53s
Determining the value of outstanding customer service 3m 11s
Identifying your customers 3m 37s
Creating a customer service vision 4m 17s
Seeing service through your customers' eyes 3m 49s
2. Building Rapport 20m 38s
Connecting rapport to outstanding service 3m 4s
Identifying techniques that build rapport 3m 21s
Enhancing likability in person 3m 7s
Enhancing likability over the phone 2m 49s
Enhancing likability via email 2m 56s
Starting a conversation 2m 46s
Practicing building rapport while you shop 2m 35s
3. Exceeding Expectations 25m 7s
Focusing on customer needs 2m 30s
Actively listening to customers 5m 5s
Overcoming listening barriers 3m 46s
Identifying emotional needs 3m 22s
Managing expectations 4m 13s
Going the extra mile 4m 34s
Practice while you shop: Exceeding expectations 1m 37s
4. Solving Problems 32m 7s
Connecting problem resolution to outstanding service 4m 19s
Taking ownership of problems 4m 4s
Expanding your circle of influence 3m 22s
Using preemptive acknowledgment to prevent negative emotions 3m 13s
Diffusing angry customers 5m 28s
Empathizing with customers 4m 16s
Anchoring your own attitude 3m 43s
Practice while you shop 3m 42s
5. Measuring Your Success 14m 33s
Understanding how your customers view your service 3m 19s
Using data to evaluate service 4m 40s
Using customer feedback to improve service 3m 39s
Understanding how managers and employees work together 2m 55s
6. Wrap-Up 5m 21s
Earning positive feedback 2m 32s
Creating an action plan 2m 49s

www.lynda.com/Business-Business-Skills-tutorials/Customer-Service-Fundamentals/151583-2.html

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