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IGTC01AA - Customer Service Foundations (EN)
01 - Introduction
02 - What to know before watching this course (1:52)
01 - Keep your customers happy (0:51)
02 - 1. Outstanding Customer Service
01 - Define outstanding customer service (3:45)
02 - Determine the value of outstanding customer service (2:37)
03 - Identify your customers (3:21)
04 - Create a customer service vision (2:50)
03 - 2. Build Rapport
01 - Connect rapport to outstanding service (3:15)
02 - Implement techniques to build rapport (3:32)
03 - Start a conversation (3:17)
04 - Enhance likability in-person (3:05)
05 - Enhance likability on the phone (2:56)
06 - Enhance likability via email, chat, or SMS (2:53)
04 - 3. Exceed Expectations
01 - Uncover customer needs (2:35)
02 - Actively listen to customers (4:45)
03 - Identify emotional needs (2:23)
04 - Manage expectations (4:06)
05 - Go the extra mile (4:25)
05 - 4. Solve Problems
02 - Act on customer feedback (3:45)
01 - Take ownership of problems (4:36)
03 - Empathize with customers (4:08)
04 - Expand your influence (3:53)
05 - Prevent negative emotions (2:51)
06 - Diffuse angry customers (4:53)
07 - Anchor your own attitude (3:33)
06 - Conclusion
01 - Create a plan (2:32)
Ex_Files_Customer_Service_Foundations_2020
Ex_Files_Customer_Service_Foundations_2020
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06 - Diffuse angry customers
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