Customer Service Fundamentals Part 2

Duration: 27.0

One of the most challenging and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident. In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding or overcoming them. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

• recognize examples of guidelines for taking responsibility for customer complaints
• match boundary-related customer service mistakes to strategies for preventing them
• match types of customer service rudeness to strategies for avoiding them
• recognize guidelines for defusing a customer's frustration
• identify strategies for investigating customer complaints
• recall guidelines for coming to a problem-resolving agreement with a customer
• recognize strategies for properly addressing and handling customer complaints

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: 23.0

Having a performance management system in place can focus attention on results that count, boost productivity, align team and individual activities with organizational goals, and improve morale, all of which help ensure individual and team performance produce the desired outcomes for organizational success. In this course, you'll learn about the nature and benefits of performance management. The course outlines the five phases of a performance management system. It then explains how to recognize critical success factors and ensure effective key performance indicators, and explains the key components of developing role profiles.

• identify the factors of successful performance management
• recognize how a performance management system increases productivity and organizational success
• recall the five phases of the performance measurement process
• recognize the four types of critical success factor
• list the characteristics of effective key performance indicators
• identify the key job requirements summarized in a role profile