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Description:

This is a bundled training package. It contains training for each of the bundled items below:

Course Price
Aligning Performance to Key Indicators $74.95
The Angry Caller: What's Your Plan? $74.95
Shaping the Direction of Customer Service in Your Organization $74.95
Developing Your Customer Focus $74.95

Bundle Price: $169.00
Total Savings: $130.80


Aligning Performance to Key Indicators

Call centers must deliver solid customer service and still meet departmental objectives. This Business Impact focuses on the importance of helping call-center agents identify key performance indicators so they can maintain the balance between the needs of clients and the needs of the company.
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The Angry Caller: What's Your Plan?

Dealing with angry callers is something every customer service representative and salesperson will face at one time or another. This Business Impact explores a four-step approach for making encounters with irate customers a productive experience.
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Shaping the Direction of Customer Service in Your Organization

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 – and specifically customer service leaders – to add value to a customer's experience by creating and implementing strong, clearly-defined service standards. To implement effective standards and strategies, it's crucial that you stay attuned to customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer feedback. This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  • recognize how to manage moments of truth to improve the customer experience
  • recognize examples of effective customer service standards
  • recognize how to implement effective service standards
  • recognize how to stay tuned in to customers' changing needs

Developing Your Customer Focus

Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.
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Customer Service Fundamentals Part 2 e-learning bundle
  • Course ID:
    252590
  • Duration:
    1 hour
  • Price:
    $169