Customer service is essential to the welfare of a business, since happy customers will keep buying from the firm for years. In the Effective Customer Service course, we delve into several dozen customer service best practices, all designed to keep customers coming back. Without these practices, a business may have difficulty retaining customers and so will have a more difficult time maintaining adequate sales and profit levels.
Learning Objectives
Upon successful completion of this course, participants will be able to:
Identify the characteristics of customer churn.
Specify when a business is in the best position to impress its customers.
Identify the goals associated with customer service.
Recall who should be responsible for the customer service function.
Identify the ways in which the initial user experience with a product can be improved.
Recall why collecting customer data can improve the customer experience.
Specify how managers can work within an environment where customer service personnel are being empowered to make their own decisions.
Specify the advantages of team-based customer service.
Recognize best practices for the development of customer service scripts.
Major Topics
Effective Customer Service
The Cost of a Lost Customer
Engage Employees
Know the Product
Collect Information About Customers
Get Rid of the Revenue-First Mindset
The Multi-Lingual Conundrum
Customer Service Metrics
