Customer Service

Annual Subscription
Total Items: 16
Total Time: 27.28 hour(s)

Member Price: $89.00
Non-Member Price: $135.00
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Customer Service

Summary:

This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.

 

Audience:

This series is for anyone who wants to learn about creating and maintaining good customer service.

Features:

  • Exercises allow learners to practice in the actual application being studied.
  • A Course Topics list contains active hyperlinks, permitting quick access to specific topics.
  • Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course.
  • Search text enables learners to rapidly search all text within a course to easily retrieve information required.
  • Courses challenge the learner with a variety of question formats, including multi-step simulations, true/false, multiple choice, and fill-in-the-blank.
  • A skill assessment generates a customized learning path based on the results of a pre-test.
  • A glossary provides a reference for definitions of unfamiliar terms.
  • Bookmarking tracks the learner's progress in a course.

 

Includes:

(Click each bar below for more information)
Customer Service: Defining Service

Summary:

This course explains the concept of company-wide customer service and standards.

Objectives:

  • Define "customers" and "service"
  • Gather repeat business
  • Get the entire company involved in good service
  • Create standards of customer service
  • Define a business's customer segments

Topics:

  • Understanding "Customers" and "Service"
  • Bringing the Customer Back
  • Making the Mission a Priority
  • Getting Everyone Involved
  • Service from the Top Down
  • Creating Service Standards
  • Implementing Service Standards
  • Customer Segments
  • Segmenting Your Customers

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Communicating

Summary:

This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.

Objectives:

  • Use the best words for getting the message across
  • Identify and speak to the customer's style of communication
  • Use questions to get more information about a problem
  • Handle conflict and angry customers
  • Write purposeful letters to customers
  • Write effective "bad news" letters
  • Write useful instructions and manuals

Topics:

  • Getting Your Message Across
  • Using the Right Words
  • Matching the Customer's Style
  • Using Questions
  • Dealing with Angry Customers
  • Resolving Conflict
  • Writing Letters to Customers
  • Breaking Bad News in a Letter
  • Giving Written Instructions
  • Writing Helpful Manuals

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Fixing Problems

Summary:

This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.

Objectives:

  • Turn complaining customers into satisfied customers
  • Create answers to Frequently Asked Question
  • Answer internal questions
  • Find customer wants
  • Find the true sources of problems
  • Solve problems

Topics:

  • Using Complaints
  • Frequently Asked Questions
  • Answering Employee Questions
  • Finding What Customers Want
  • Using Surveys
  • Finding (the Real) Problems
  • Finding Solutions

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Building a Department

Summary:

This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.

Objectives:

  • Create a customer service organization
  • Build teams
  • Hire the right personalities for customer service
  • Motivate customer service people
  • Educate and improve customer service people
  • Set up a good organizational environment
  • Equip customer service for international relations

Topics:

  • Forming a Customer Service Organization
  • Building Teams
  • Hiring Service Pros
  • Motivating Service People
  • Helping the Good Get Better
  • Creating a Productive Environment
  • Getting Help to Customer Service
  • Good Service for Your Employees
  • International Customer Service

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service: Tools of the Trade

Summary:

This course explains the concept of company-wide customer service and standards.

Objectives:

  • Choose a phone system for customer contact
  • Use voice mail and phone etiquette for customer interactions
  • Set up phone and fax lines
  • Use electronic mail
  • Help design a company information web site

Topics:

  • Talking to Customers
  • Using the Phone
  • Phone and Fax Lines
  • Electronic Mail
  • Communicating with Electronic Mail
  • The Internet
  • Presenting a Web Site

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.

Customer Service (Videos)

Summary:

Knowing what your customers really need is the key to providing high quality customer service. Being accessible, listening to concerns and resolving problems are fundamental when building customer loyalty. Our programs will help you develop the skills to achieve total customer satisfaction.

Audience:

Non-Managers, Front Line Managers, Mid-Level Managers

Features:

  • This series is presented using streaming video.
  • Interactive questions appear periodically during this video to engage the learner and reinforce key concepts.
  • An index lists the key sections of the video, with the ability to select sections to play.
  • Slides accompany the videos and reinforce the learning topics. These slides can be downloaded for reference after the course is completed.
  • A full-text transcript of the video can be viewed. Text in the transcript is selectable to choose a point to play the video.
Customer Service (Videos): Building Customer Loyalty

Summary:

Customers expect and even demand excellent customer service. In exchange, they will give you their undying customer loyalty. This program will help you learn the difference between customer satisfaction and customer loyalty. You'll also learn techniques to improve customer service and how to close the gap between customer satisfaction and customer loyalty.

Outline:

  • Introduction
  • Building Customer Loyalty
  • Customer Satisfaction vs. Customer Loyalty
  • The LAST Model
  • Understanding Customers
  • Closing the Gap
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Delighting Your Customers

Summary:

Delighting your customers not only helps build excellent customer service but also inspires customer loyalty. Watch as John Yokoyama, president of the Pike Place Fish Company, discusses how delighting customers brings them back over and over again.

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Creating Customer Value

Summary:

Value can mean different things to different people. In order to create value for your customers, you need to define what value means in the context of providing outstanding service. During this program, you'll learn how to increase value by changing three aspects of the value equation, the benefits, costs and price. You'll learn how to set service standards that support your business objectives.

Outline:

  • Introduction
  • Value = Benefits - Costs
  • Cost Element of the Value Equation
  • Reducing the Price
  • Detailed Level of Excellence
  • Setting Service Standards
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Customer Convenience is Key to E-Commerce (Interview)

Summary:

Organizations that deliver products with the greatest convenience are those that will prosper in the New Economy. Watch as Daniel Spulber, Professor at Kellogg Graduate School of Management, Northwestern University, advises how an organization can create customer convenience by building electronic bridges.

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Customer Service Strategy

Summary:

Having a clear customer service strategy is critical to building a customer service culture and delivering exemplary service. The challenge is in making the strategy real and not just of passing interest or the flavor of the month. During this program, you'll learn why company vision and mission statements, SWOT analyses, slogans and career service values are important to customer service strategies. You'll also learn what customer service strategies are and how to communicate them.

Outline:

  • Introduction
  • Vision Statement
  • Mission Statement
  • SWOT Analysis
  • Customer Service Strategy
  • Customer Service Slogan
  • Customer Service Values
  • Customer Service as a Key Result Area
  • Communicate the Strategy
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Dealing with Customer Complaints

Summary:

When customers complain, it shows they care. You want customers to complain so you can fix the problem. The challenge is to know the best way to resolve the situation. During this program, you'll learn why an organization should seek customer complaints, and learn appropriate customer service responses. You'll also learn a technique to help work through challenging customer service situations.

Outline:

  • Introduction
  • Seeking Customer Complaints
  • Defining Recovery
  • Responding to Customer
  • The CLEAR Technique
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Exceeding Customer Expectations

Summary:

Without a cohesive strategy, customer service is just a slogan or platitude. Using a service management model, you can institute a customer service culture within your organization. During this program, you'll learn how the service management model is used. You'll also learn how to assess where you are now in terms of customer service delivery. In addition, you'll learn how to track your customers' interactions with your company.

Outline:

  • Introduction,
  • Service Management Model
  • Assessing Customer Service
  • Service Cycle
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Getting to Know Your Customers

Summary:

In order to have a successful service strategy, you need to get to know your customers well. You need to know who they are and what they need. By doing so, you can meet their expectations and turn them into repeat customers. During this program, you'll learn about customer's needs and influences on customer's perceptions. You'll also learn how to manage customer expectations and understand customer segmentation.

Outline:

  • Introduction
  • Customer Needs
  • Customer Perceptions
  • Customer Expectations
  • Customer Segmentation
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Implementing Effective Service Standards

Summary:

Delivering effective service to the customer doesn't happen by accident. You need to create a target for effective service through well-thought-out objectives and standards. You also need to implement a range of internal monitoring mechanisms to ensure the process works. During this program, you'll learn about service objectives and standards. You'll also learn about the customer service cycle and the systems required to deliver these services. In addition, you'll learn the importance of service level agreements and how to use them in your organization.

Outline:

  • Introduction
  • Service Objectives and Standards
  • Defining the Customer Cycle
  • Service Level Agreements
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Keeping Loyal Customers

Summary:

Sometimes, providing an exceptional product or service environment isn't enough to keep customers coming back. There are many reasons customers leave. You need to figure out why and implement effective ways of retaining them and building loyalty. During this program, you'll discover how to determine if it is worth keeping specific customers. You'll also learn about effective customer loyalty programs and the importance of customer relationship management. In addition, you'll learn about measuring customer loyalty.

Outline:

  • Introduction
  • Keeping Customers
  • Loyalty Building Schemes
  • Measuring Loyalty
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Measuring Customer Service

Summary:

To achieve quality customer service, you need to understand how to measure it before you can manage it. But first, you need to figure out what exactly you want to measure and for what result. During this program, you'll learn the different service quality measurement tools and how to identify customers. You'll also learn how service level and frequency affect the results of customer satisfaction surveys and why it is so important to improve customer satisfaction.

Outline:

  • Introduction
  • Measurement Tools
  • Identifying Customers
  • Customer Satisfaction Surveys
  • Improving Customer Satisfaction
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.
Customer Service (Videos): Understanding Customer Service

Summary:

To provide exceptional customer service, you need to understand the needs and issues around customer service. You need to know the reasons why customers are happy or unhappy with the level of service your company provides and most importantly, you need to think about your customer's experience as they interact with your organization. During this program, you'll learn essential customer information and tips. You'll also learn how to differentiate between personal and material service and internal and external service.

Outline:

  • Introduction
  • Customer Patterns
  • Material and Personal Customer Service
  • Internal and External Customer Service
  • Moments of Truth
  • Summary

Technical Requirements:

P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Vista, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.

 

 

 

Add to Cart

Customer Service

Annual Subscription
Total Items: 16
Total Time: 27.28 hour(s)

Member Price: $89.00
Quantity:
Non-Member Price: $135.00
Quantity: