Customer Service

How do you handle complaints effectively? You take that bad situation – that lemon – and turn it into a good situation or lemonade.

Customer service focuses on human interaction, and directly supporting customers. Customer experience is the sum of the entire customer journey with your company. This includes experience with your product and services.

The customer journey concerns itself with what people do, experience, expect, how they feel about interactions, and their results. Which hopefully ends in a purchase.

When customers interact with your company, regardless of who they contact throughout their journey, it’s important that the brand message stay consistent throughout their interactions. This makes transparent communication imperative.

It’s logical to think that saying “no” is bad customer service. Sometimes it’s an obvious choice, while other times, you may have to use a creative approach.

There are two types of feedback that affect customer service. They’re customer feedback and team feedback. What happens internally within the organization can directly impact your customer’s satisfaction.

Many employees lack the basic skills needed to listen, question and speak clearly over the phone. With so much communication happening digitally, it’s not uncommon to need a refresher on appropriate telephone skills in business.

How do you master fundamental telephone communication and management skills while being productive and building rapport with your internal and external customers?  

Delivering great customer service is everyone’s job. The key to understanding what that signifies is to think about your interaction from the customer’s point of view.

This course will give you an understanding of what characteristics you need to be a successful account manager, and how you can go about engender them within yourself.