Course Description: Customer service is vital to the development of any product or business. Excellent customer service produces a steady stream of referrals and repeat customers for your business. This course will discuss customer-relationships, successful field call techniques, confrontation and conflict, proper telephone etiquette, internal customers, and principles to improve customer service throughout your organization.

Author: Brian Goldojarb

Runtime: 3hrs. 23min.

Lessons: 32

Lessons		Time (Min:Sec)
Introduction PREVIEW, CLICK HERE		01:40
Chapter 1: Building Customer Relationships
Overview PREVIEW, CLICK HERE		00:35
Customer - Focused Service PREVIEW, CLICK HERE		09:35
Vocabulary of Empathy and Support		09:52
Actions and Goals		13:59
Summary of Actions and Goals		02:34
Chapter 2: Service Calls in the Field
Overview		00:32
Elements of On-Site Service Calls		14:42
Interaction Strategies		05:21
On-Site Customer Service Scenarios		10:40
Summary and Key Points		04:23
Chapter 3: Conflict & Confrontation
Overview		00:14
Avoiding Common Errors		17:18
Angry Customers		09:19
Conflict and Solution Scenarios		11:41
Summary and Key Points		10:40
Chapter 4: Telephone Customer Service
Overview		00:32
Principles of Telephone Etiquette		14:00
Providing Excellent Telephone Customer Service		05:12
Telephone Service Scenarios		04:06
Summary and Key Points		06:48
Chapter 5: Servicing Internal Customers
Overview		00:49
Identifying Internal Customers		03:27
Internal Customer Relationships		03:06
Servicing Internal Customers		03:45
Creating a Culture of Internal Customer Service		07:33
Chapter 6: Upgrading Customer Service
Overview		00:32
Customer Service Moments of Truth		05:42
Good Customer Service Practices		09:26
Putting Good Techniques into Practice		05:24
Keeping Up with an Evolving Marketplace		09:12
Conclusion		00:33