Customer Focus and Advocacy Part 1

Duration: 30.0

Failing to realize the importance of customer service and effective communication can lead to increasingly dissatisfied customers. This course provides valuable advice on how to improve your interactions with customers, including how to overcome barriers to communication as well as how to speak effectively, use vocal cues, and listen actively and use paraphrasing to convey your understanding of the customer's needs.

• classify examples of communication as formal or informal
• identify methods to overcome barriers to effective communication
• recognize the skills required for effective speaking
• match positive and negative vocal cues with examples
• identify the factors that contribute to effective listening
• match the mirroring behaviors involved in active listening to their characteristics
• identify the benefits of using paraphrasing techniques
• use verbal communication skills effectively in a customer support environment

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: 15.0

This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external.

• Topic t2 Objective o3 - Objective Text