Course Description
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
This MicroLearning Video is included in the following Video Collections:
| Course ID | Video Collection Title | Content | List Price | Collection Price | |
|---|---|---|---|---|---|
| 252579 | Solution Selling | 5 Videos | $239.00 | $239.00 | |
| 252585 | Frontline Call Center Skills | 5 Videos | $199.00 | $199.00 | |
| 252590 | Customer Service Fundamentals Part 2 | 4 Videos | $169.00 | $169.00 | |
| 252591 | Customer Focus and Advocacy Part 1 | 5 Videos | $199.00 | $199.00 | |
| 252592 | Customer Focus and Advocacy Part 2 | 4 Videos | $169.00 | $169.00 | |
| 267664 | Customer Service Essential Skills Part 2 | 6 Videos | $229.00 | $229.00 | |
| 271329 | Customer Focus | 6 Videos | $229.00 | $229.00 | |
| 271355 | Essentials of Customer Service | 14 Videos | $289.00 | $289.00 | |
| 275000 | Business Premium eLearning Library | 4316 Videos | $2,500.00 | $2,500.00 | |
| 275000 | Business Premium eLearning Library | 4316 Videos | $2,500.00 | $2,500.00 | |
| 275000 | Business Premium eLearning Library | 4316 Videos | $2,500.00 | $2,500.00 | |
| 293070 | Essential Skills for Business Professionals | 243 Videos | $199.00 | $199.00 | |
| 293070 | Essential Skills for Business Professionals | 243 Videos | $199.00 | $199.00 | |
| 293070 | Essential Skills for Business Professionals | 243 Videos | $199.00 | $199.00 | |
| 295397 | Effective Customer Service Strategies | 6 Videos | $219.00 | $219.00 |
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