Customer Service Fundamentals
4.1 (96 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
342 students enrolled

Customer Service Fundamentals

An introduction to customer service and its importance in any business.
4.1 (96 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
342 students enrolled
Created by Starweaver /live
Last updated 3/2014
English
English [Auto]
Current price: $16.99 Original price: $24.99 Discount: 32% off
5 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 3 hours on-demand video
  • 17 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • To appreciate the true value of positive customer service at every level of an industry
  • To understand the rules of great customer servicess
  • To deliver outstanding customer service
  • To manage and deal with both positive and negative feedback experiences
  • To evaluate yourself and your business to determine the key wins required to deliver the customer service possible
Requirements
  • Knowledge of the English language.
Description

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

Who this course is for:
  • All levels of participants are encouraged to take this course.
Course content
Expand all 18 lectures 02:45:24
+ Introduction to Customer Service
6 lectures 53:37

Instructor Xavier Jenkins introduces the customer service course.

Preview 07:49

Instructor Xavier Jenkins discusses the relationship between sales and service.

Relationship between Sales and Service
08:41

Instructor Xavier Jenkins explains why customer service is so important.

Why Customer Service is so Important
10:37

Instructor Xavier Jenkins discusses the five levels of business customer support (part 1 of 3).

Five Levels of Business Customer Service Part 1
09:37

Instructor Xavier Jenkins discusses the five levels of business customer support (part 2 of 3).

Five Levels of Business Customer Service Part 2
06:22

Instructor Xavier Jenkins discusses the five levels of business customer support (part 3 of 3).

Five Levels of Business Customer Service Part 3
10:31
+ Providing Great Customer Service
9 lectures 01:27:44

Instructor Xavier Jenkins discusses key factors in customer service excellence.

Preview 09:46

Instructor Xavier Jenkins discusses customer loyalty.

Customer Loyalty
08:29

Instructor Xavier Jenkins discusses rules to great customer service.

Rules to Great Service
15:31

Instructor Xavier Jenkins discusses the key characteristics of delivery.

Key Characteristics of Delivery
08:29

Instructor Xavier Jenkins discusses how to evaluate yourself and your company.

Evaluating Yourself and Your Company
09:30

Instructor Xavier Jenkins discusses evaluating customer service attitude.

Evaluating Your Service Attitude
10:04

Instructor Xavier Jenkins discusses powering a service culture.

Powering a Service Culture
11:39

Instructor Xavier Jenkins discusses personal primers.

Personal Primers
07:34

Instructor Xavier Jenkins discusses the steps to providing great customer service.

Steps to Great Customer Service
06:42
+ Problem Resolution
3 lectures 24:03

Instructor Xavier Jenkins discusses the problem resolution process.

Preview 05:28

Instructor Xavier Jenkins discusses principles for managing negative relationships.

Principles for Managing Negative Relationships
11:29

Instructor Xavier Jenkins discusses steps to resolving negative situations, and concludes the course.

Steps to Resolving Negative Situations/Review
07:06