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Overview
Service representatives often act as the "face" of their organizations and play a critical role in delivering the best experience for every customer. In this course, learners will explore theories, strategies, and techniques for delivering quality service and building customer loyalty. This course is designed for service professionals with any level of experience who want to expand their knowledge, improve their skills, and increase their understanding of customer service.
Learning Outcomes
- Describe the benefits of providing quality customer service, identify internal customers, and identify how to help organizations excel.
- Apply best practices in customer service and employ the criteria required for a satisfactory customer experience
- Differentiate between and recommend key performance indicators (KPIs) to enhance the customer experience
- Identify different types of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to customers
- Identify the benefits of customer complaints, the steps in the service recovery process, and analyze the moments of truth in real-life situations