Customer Service (Videos) Training

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

This Customer Service (Videos) online training series provides over 3 hours of self-paced courseware. This web-based training provides 6 months of unlimited access to all of the following lessons:

1 . Customer Service Video: Building Customer Loyalty
2 . Customer Service Video: Building Relationships with Your Customers
3 . Customer Service Video: Building Web Relationships Interview
4 . Customer Service Video: Creating Customer Value
5 . Customer Service Video: Crown Your Customers Interview
6 . Customer Service Video: Customer Convenience is Key to E-Commerce Interview
7 . Customer Service Video: Customer Service Strategy
8 . Customer Service Video: Dealing with Customer Complaints
9 . Customer Service Video: Delighting Your Customers
10 . Customer Service Video: Exceeding Customer Expectations
11 . Customer Service Video: Getting to Know Your Customers
12 . Customer Service Video: Getting Your Customer Experience Right Interview
13 . Customer Service Video: Good News About Customer Complaints
14 . Customer Service Video: Implementing Effective Service Standards
15 . Customer Service Video: Keeping Loyal Customers
16 . Customer Service Video: Measuring Customer Service
17 . Customer Service Video: Profits, Not Promises (Interview)
18 . Customer Service Video: Understanding Customer Service

Lesson Detail:

Customer Service Video: Building Customer Loyalty
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 t

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

Customer Service Video: Building Relationships with Your Customers
Building ongoing relationships with your customers is crucial to success. Watch as Bob Rosner, founder and syndicated columnist of Working Wounded, discusses the importance of long-term loyalty and ways to promote it.

• Building Relationships with Your Customers

Customer Service Video: Building Web Relationships Interview
The information portion of any goods or service has become a large part of its value. Watch as Steve Mott, President of BetterBuyDesign.com, discusses how the new gatekeepers of information pipelines build one-to-one relationships with customers.

• Interview with Steve Mott

Customer Service Video: Creating Customer Value
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 thre

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

Customer Service Video: Crown Your Customers Interview
In today's customer economy, customers are at the base of successful businesses more than ever. Watch as Patricia Seybold, founder and CEO of the Patricia Seybold Group, discusses what businesses need to do to attract and keep customers.

• Interview with Patricia Seybold

Customer Service Video: Customer Convenience is Key to E-Commerce Interview
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

• Interview with Daniel Spulber

Customer Service Video: Customer Service Strategy
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,

• 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

Customer Service Video: Dealing with Customer Complaints
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,

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

Customer Service Video: Delighting Your Customers
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.

• Interview with John Yokoyama

Customer Service Video: Exceeding Customer Expectations
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 use

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

Customer Service Video: Getting to Know Your Customers
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 le

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

Customer Service Video: Getting Your Customer Experience Right Interview
Creating a better customer experience on line is critical to customer retention. Watch as Patricia Seybold, founder and CEO of the Patricia Seybold Group, author and speaker, discusses how branding your customer experience can lead to customer loyalty.

• Interview with Patricia Seybold

Customer Service Video: Good News About Customer Complaints
When it comes to customer feedback, bad news is good. Watch as Bob Rosner, founder and syndicated columnist of Working Wounded, discusses how customer complaints can help improve your business.

• Good News About Customer Complaints

Customer Service Video: Implementing Effective Service Standards
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 th

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

Customer Service Video: Keeping Loyal Customers
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 t

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

Customer Service Video: Measuring Customer Service
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

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

Customer Service Video: Profits, Not Promises (Interview)
The rise of e-commerce has brought customers greater choice and vendors more competition. Watch as John Hagel, chief strategy officer of 12 Entrepreneuring, Inc., discusses how to get the most value from e-commerce for your company and your customers.

• Interview with John Hagel

Customer Service Video: Understanding Customer Service
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

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

Certification:
Customer Service (Videos)

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.

Technical Requirements:

What You Get:

You will receive Unlimited Access to all of the Customer Service (Videos) training tutorials listed above. Your online training courses will be available from anywhere you have internet access.This e-learning series includes all of the online training tutorials listed and is provided in an interactive, self-paced format. Retake any or all of our computer training as often as you want. Our online tutorials allow you to learn anywhere, anytime from any computer with internet access. All courses allow for 6 months of unlimited access (1 user), include a variety of features and qualify for Continuing Education Unit credit.

Web-Based Training Products:

You might also be interested in our Business Videos -- Essentials Package which includes all of the Customer Service (Videos) training courses listed above plus hundreds of hours of related online training courses