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In this course, learn how to develop and monitor service standards to support exceptional customer service; build customer service teams; understand your customers and how they measure service; and how to develop customer loyalty with your customers.
COURSE OBJECTIVES: After completing this course, students will know how to:- Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.- Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors.- Understand your customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.
Fundamentals of service standards
Understanding service standards
Creating effective standards
Monitoring service standards
Assessing the effectiveness of standards
Obtaining customer feedback
Correcting service problems
Management and service standards
Building and monitoring the service team
Creating an action plan
Establishing managerial standards
Identifying and overcoming service barriers
Teams as a service solution
Understanding customer service teams
Maintaining a customer service team
Choosing the right employees
Conducting an interview
Team training and empowerment
Implementing proper training
Understanding the importance of motivation
Reinforcing desirable behavior
Understanding your customers
Knowing your customers
Understanding customer criteria
Uncovering customers’ needs
Customer loyalty development
Understanding customer loyalty
Building loyal customers
Encouraging customer loyalty
Employee loyalty’s influence
Developing employee loyalty
Helping employees to perform
Creating memorable service
Solving customer problems
Virtual Excellence in Service - Advanced Online Live training option Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.