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Lynda com - Customer Service Fundamentals

Category: Tutorial

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Lynda com - Customer Service Fundamentals

Lynda com - Customer Service Fundamentals
English | Size: 1.40 GB

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

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