Library 1 : End User Business Development

Customer Service Series

Total Time: 20 hours

Customer Service: Defining Service		4 hours	CUSC01
Customer Service: Defining Service explains the concept of company-wide customer service and standards.
Understanding "Customers" and "Service" Bringing the Customer Back Making the Mission a Priority Getting Everyone Involved Service from the Top Down		Creating Service Standards Implementing Service Standards Customer Segments Segmenting Your Customers

Customer Service: Communicating		4 hours	CUSC02
Customer Service: Communicating presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
Getting Your Message Across Using the Right Words Matching the Customer's Style Using Questions Dealing with Angry Customers		Resolving Conflict Writing Letters to Customers Breaking Bad News in a Letter Giving Written Instructions Writing Helpful Manuals

Customer Service: Fixing Problems		4 hours	CUSC03
Customer Service: Fixing Problems explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.
Using Complaints Frequently Asked Questions Answering Employee Questions Finding What Customers Want		Using Surveys Finding (the Real) Problems Finding Solutions

Customer Service: Building a Department		4 hours	CUSC04
Customer Service: Building a Department provides users with an overview of creating a Customer Service department and hiring talented customer service people.
Forming a Customer Service Organisation Building Teams Hiring Service Pros Motivating Service People Helping the Good Get Better		Creating a Productive Environment Getting Help to Customer Service Good Service for Your Employees International Customer Service

Customer Service: Tools of the Trade		4 hours	CUSC05
Customer Service: Tools of the Trade explains the concept of company-wide customer service and standards.
Talking to Customers Using the Phone Phone and Fax Lines Electronic Mail		Communicating with Electronic Mail The Internet Presenting a Web Site

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