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Description

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. In this course, you'll learn about 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.

Learning Objectives
  • Recall the importance of managing moments of truth
  • Recognize how to map and research moments of truth to improve the customer experience
  • Identify examples of guidelines for taking action on and evaluating moments of truth
  • Recognize examples of effective customer service standards
  • Identify examples of steps in the customer service standard development process
  • Recall the process for staying tuned into customers' needs
  • Recognize techniques for developing a customer service strategy that improves your customers' experience
  • Audience

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