Lynda - Creating Customer Values

1h 57m Beginner Mar 06, 2014 | Uploaded in Sept 13, 2015 by 2boweb

Subject:    Business 
Author:    Jeff Toister 

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.

This course qualifies for 1.75 Category A professional development units (PDUs) through lynda.com, PMI Registered Education Provider #4101.
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

    The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc