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IGTC01CS - Innovative Customer Service Techniques (EN)
01 - Getting Innovative with Your Customer Service
02 - What you-ll learn from watching this course (0:59)
01 - Help your team unlock their potential (0:45)
03 - Understanding why customer service is hard (2:09)
02 - 1. Influencing Customer Perceptions
02 - Winning the moments of truth (3:50)
01 - Identifying the most important need (3:37)
03 - Making wait time more bearable (3:13)
04 - Getting customers to know your name (2:38)
03 - 2. Enhancing Your Service Senses
01 - Improving your powers of observation (3:28)
02 - Overcoming the illusion of speed (3:34)
03 - Understanding the consequences of multitasking (3:24)
04 - Avoiding directed attention fatigue (3:33)
04 - 3. Building Teamwork
01 - Identifying the secrets of employee motivation (3:20)
02 - Increasing teamwork between departments (3:48)
03 - Creating positive social pressure (4:01)
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03 - Understanding why customer service is hard
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