Customer Service Fundamentals

An introduction to customer service and its importance in any business.
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248 students enrolled
Instructed by Paul Siegel Business / Operations
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  • Lectures 18
  • Length 3 hours
  • Skill Level Beginner Level
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 3/2014 English

Course 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

What are the requirements?

  • Knowledge of the English language.

What am I going to get from this course?

  • You'll learn how to perform outstanding customer service
  • You'll learn the benefit of positive customer service at every level of an industry
  • You'll learn how positive and negative feedback affect your company's sales
  • You'll learn how to manage negative customer service engagements

What is the target audience?

  • All levels of participants are encouraged to take this course.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Introduction to Customer Service
07:49

Instructor Xavier Jenkins introduces the customer service course.

08:41

Instructor Xavier Jenkins discusses the relationship between sales and service.

10:37

Instructor Xavier Jenkins explains why customer service is so important.

09:37

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

06:22

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

10:31

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

Section 2: Providing Great Customer Service
09:46

Instructor Xavier Jenkins discusses key factors in customer service excellence.

08:29

Instructor Xavier Jenkins discusses customer loyalty.

15:31

Instructor Xavier Jenkins discusses rules to great customer service.

08:29

Instructor Xavier Jenkins discusses the key characteristics of delivery.

09:30

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

10:04

Instructor Xavier Jenkins discusses evaluating customer service attitude.

11:39

Instructor Xavier Jenkins discusses powering a service culture.

07:34

Instructor Xavier Jenkins discusses personal primers.

06:42

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

Section 3: Problem Resolution
05:28

Instructor Xavier Jenkins discusses the problem resolution process.

11:29

Instructor Xavier Jenkins discusses principles for managing negative relationships.

07:06

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

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Instructor Biography

Paul Siegel, Education you can bank on

We deliver superlative, hands-on and practical corporate and investment banking education that you can use immediately in your job, or that next great job you are looking to start. We focus on making complex subjects readily understandable and usable. If you want to take a great leap forward in your finance career, we are here to make that happen.

Our instructors are practitioners who have worked in the field of finance. They relate the subjects covered to real work situations you will encounter in your banking job. So, the concepts are real, the coverage is at the right level of depth, and the material is easy to absorb.

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