Customer Service Fundamentals
- Description
- Curriculum
- FAQ
- Reviews
There is no such thing as a job today that isn’t service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business.
This course covers the following topics:
1. Customer Service Overview
2. What is Customer Service?
3. Why is it More Important Than Ever?
4. How it Applies to Every Business
5. Five Service Levels of Companies
6. Key Factors
7. Rules of Great Service
8. Getting to High Service Levels
9. Evaluate Yourself/Evaluate Your Company
10. Powering a Great Service Culture
11. Case Study: Starbucks
12. Personal Primers
13. Steps to Great Customer Service
14. A Deeper Look at Managing Negative Customer Service Engagements
15. The Review/Take-aways
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1
Introduction to Customer ServiceInstructor Xavier Jenkins introduces the customer service course.
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2
Relationship between Sales and Service
Instructor Xavier Jenkins discusses the relationship between sales and service.
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3
Why Customer Service is so Important
Instructor Xavier Jenkins explains why customer service is so important.
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4
Five Levels of Business Customer Service Part 1
Instructor Xavier Jenkins discusses the five levels of business customer support (part 1 of 3).
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5
Five Levels of Business Customer Service Part 2
Instructor Xavier Jenkins discusses the five levels of business customer support (part 2 of 3).
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6
Five Levels of Business Customer Service Part 3
Instructor Xavier Jenkins discusses the five levels of business customer support (part 3 of 3).
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7
Key Factors in Customer Service Excellence
Instructor Xavier Jenkins discusses key factors in customer service excellence.
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8
Customer Loyalty
Instructor Xavier Jenkins discusses customer loyalty.
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9
Rules to Great Service
Instructor Xavier Jenkins discusses rules to great customer service.
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10
Key Characteristics of Delivery
Instructor Xavier Jenkins discusses the key characteristics of delivery.
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11
Evaluating Yourself and Your Company
Instructor Xavier Jenkins discusses how to evaluate yourself and your company.
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12
Evaluating Your Service Attitude
Instructor Xavier Jenkins discusses evaluating customer service attitude.
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13
Powering a Service Culture
Instructor Xavier Jenkins discusses powering a service culture.
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14
Personal Primers
Instructor Xavier Jenkins discusses personal primers.
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15
Steps to Great Customer Service
Instructor Xavier Jenkins discusses the steps to providing great customer service.
