Browse Courses Included In This Bundle

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

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

Bundle Contents: 4 Courses

$169.00 $676.00 75.00% Off List Price!
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