Customer Service
Customer Service
eAdvising clients on Customer Service
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.
eAdviser will provide 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.
eAdviser connects business experts with amazing content
1. Customer Service Skills
Polishing Your Skills for Excellent Customer Service
Interacting with Customers
Communicating Effectively with Customers
Controlling Conflict, Stress, and Time in a Customer Service Environment
Dealing with Customer Service Incidents and Complaints
2. Customer Confrontation
Facing Confrontation in Customer Service
3. Customer Service Best Practices
Communicating Effectively with Customers
Rapport Building in Customer Service
Providing On-site Customer Service
4. ITIL® 2011 Foundation
- Overview of the ITIL® Service Lifecycle
- ITIL® Service Strategy Concepts
- ITIL® Service Strategy Processes
- ITIL® Service Design Concepts
- ITIL® Service Design Processes
- ITIL® Service Transition Concepts and Processes
- ITIL® Service Operation Concepts
- ITIL® Service Operation Processes
- ITIL® Continual Service Improvement
5. Essentials of Customer Service
- Rapport Building in Customer Service
- Providing On-site Customer Service
- Providing Telephone Customer Service
- Providing Effective Internal Customer Service
- Facing Confrontation in Customer Service
- Designing a Customer Service Strategy