Overview
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Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.
Syllabus
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Introduction
- Keep your customers happy
- What to know before watching this course
- Define outstanding customer service
- Determine the value of outstanding customer service
- Identify your customers
- Create a customer service vision
- Connect rapport to outstanding service
- Implement techniques to build rapport
- Start a conversation
- Enhance likability in-person
- Enhance likability on the phone
- Enhance likability via email, chat, or SMS
- Uncover customer needs
- Actively listen to customers
- Identify emotional needs
- Manage expectations
- Go the extra mile
- Take ownership of problems
- Act on customer feedback
- Empathize with customers
- Expand your influence
- Prevent negative emotions
- Diffuse angry customers
- Anchor your own attitude
- Create a plan
