Category "Customer Service"

  • Value of Teamwork

    Customer service providers don’t work in a vacuum; they work on teams. Teamwork is work done by several people, each doing a part but with all parts contributing to the whole. Teamwork creates a synergy where the combined effect of the efforts of many individuals is greater than the sum of their individual efforts. When a workplace embraces teamwork and builds a team-centric culture, they are better able to exceed expectations and better please the customer.
  • Providing Exceptional Service

    Today’s savvy customer expects more than simply good service; they expect exceptional service. They want a company and its employees to exceed their expectations by demonstrating that the organization cares for them by working immediately and decisively on their behalf. Customer service providers who go out of their way to add value to each and every transaction are in a better position to meet this expectation.
  • Problem Solving

    A big part of the customer service provider’s job is to fix problems. Effective problem solving by customer service representatives is a highly regarded ability. Customer service representatives who are considered especially good problem solvers are systematic, analytical, and have first-rate interpersonal skills. These skills don’t happen on accident, though; they happen when customer service workers to follow a structured problem solving process.
  • Nonverbal Communication, Dress, and Manner

    How customer service workers dress and behave often says more to the customer then the words these workers actually use. Sensing people’s needs through nonverbal communication is important because valuable information can be gained about a customer’s state of mind by paying attention to what you see and hear.
  • Making Upset Customers Happy

    No matter how hard a customer service worker tries, some customers will not be satisfied. It only takes one unsatisfied person to shatter a perfectly good day at work for everyone and to steer many more prospective customers away from you. Unhappy customers have their reasons for being discontent, but it’s the customer service workers job to figure out how to make them happy. They can do this by learning to resolve complaints and by working to win-back their business. This course discusses how to make upset customers happy.
  • Happy Employees Give Better Service

    Well trained, empowered, satisfied employees are much more likely to deliver exceptional customer service. An old adage says that the “customer comes first.”  But some companies are finding that placing their employee’s needs first actually leads to much better customer service. This is because a loyal, empowered, well trained, happy employee is much more likely to treat customers well when compared to unhappy employees.
  • Customer Relationship Management

    Customer Relationship Management uses technology to keep track of customer data, which can then be analyzed and used by companies and individuals.  This course discusses how customer service management systems work and how they are used to provide better customer service.  
  • The Global Customer

    Companies and customer service providers who want to be competitive, both at home or abroad, need to understand the impacts that globalization and diversity have on their business. Companies that don’t focus on this ever-growing and economically-empowered customer base will soon lose business to their competition. To better serve these diverse cultures, first seek to understand them. Most companies have seen a surge in both global services and diverse customer bases in recent years. This course discusses several aspects of globalization and customer diversity. 
  • What is Customer Service?

    Almost all businesses and industries rely upon their customers to earn a profit.  Being able to understand a customer’s needs and being able to fulfill those needs effectively is a strategic advantage for organizations. Before excellent customer service can be delivered, the service provider needs to understand basic elements and terms relating to customer service as well as the impact that social media and virtual networking have on customer purchasing decisions.