Customer Focus and Advocacy Part 2

Duration: 28.0

There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement customer service standards and strategies.

recall the importance of managing moments of truth
recognize how to map and research moments of truth to improve the customer experience
identify examples of guidelines for taking action on and evaluating moments of truth
recognize examples of effective customer service standards
identify examples of steps in the customer service standard development process
recall the process for staying tuned into customers' needs
recognize techniques for developing a customer service strategy that improves your customers' experience

Communicating Effectively with Customers

Duration: 30.0

Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to communicate effectively, the customer service representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

distinguish between techniques for meeting a customer's psychological and business needs
match techniques for understanding customers' emotions with their descriptions
identify the strategies used to build rapport with customers
identify the strategies for adapting to a customer's competency level
recognize how to relate to the different communication styles
sequence the stages of the call-flow process
recognize best practices for writing professional e-mails and reports
apply effective communication skills when dealing with customers