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Customer Service Training VideoA comprehensive training programme to give you the skills to achieve total customer satisfaction. |
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20 Modules
Video based courseKnowing what your customers really need is the key to providing high quality customer service. Being accessible, listening to concerns and resolving problems are fundamental when building customer loyalty. Our programmes will help you develop the skills to achieve total customer satisfaction.
We are pleased to offer the following series of video courses. The courses are sold as a package comprising 25 modules. When purchasing this package you have access to all the modules for one year.
1. Building Customer Loyalty 13 minutes |
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Customers expect and even demand excellent customer service. In exchange, they will give you their undying customer loyalty. This programme will help you learn the difference between customer satisfaction and customer loyalty. You'll also learn techniques to improve customer service and how to close the gap between customer satisfaction and customer loyalty.
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2. Delighting Your Customers 3 minutes |
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Delighting your customers not only helps build excellent customer service but also inspires customer loyalty. Watch as John Yokoyama, president of the Pike Place Fish Company, discusses how delighting customers brings them back over and over again.
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3. Building Web Relationships (Interview) 5 minutes |
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The information portion of any goods or service has become a large part of its value. Watch as Steve Mott, President of BetterBuyDesign.com, discusses how the new gatekeepers of information pipelines build one-to-one relationships with customers.
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4. Creating Customer Value 5 minutes |
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Value can mean different things to different people. In order to create value for your customers, you need to define what value means in the context of providing outstanding service. During this programme, you'll learn how to increase value by changing three aspects of the value equation, the benefits, costs and price. You'll learn how to set service standards that support your business objectives
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5. Crown Your Customers (Interview) 14 minutes |
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In today's customer economy, customers are at the base of successful businesses more than ever. Watch as Patricia Seybold, founder and CEO of the Patricia Seybold Group, discusses what businesses need to do to attract and keep customers.
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6. Customer Convenience is Key to E-Commerce 6 minutes (Interview) |
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Organisations that deliver products with the greatest convenience are those that will prosper in the New Economy. Watch as Daniel Spulber, Professor at Kellogg Graduate School of Management, Northwestern University, advises how an organisation can create customer convenience by building electronic bridges.
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7. Customer Service Strategy 12 minutes |
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Having a clear customer service strategy is critical to building a customer service culture and delivering exemplary service. The challenge is in making the strategy real and not just of passing interest or the "flavor of the month." During this programme, you'll learn why company vision and mission statements, SWOT analyses, slogans and career service values are important to customer service strategies. You'll also learn what customer service strategies are and how to communicate them.
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8. Dealing with Customer Complaints 15 minutes |
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When customers complain, it shows they care. You want customers to complain so you can fix the problem. The challenge is to know the best way to resolve the situation. During this programme, you'll learn why an organisation should seek customer complaints, and learn appropriate customer service responses. You'll also learn a technique to help work through challenging customer service situations.
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9. Exceeding Customer Expectations 13 minutes |
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Without a cohesive strategy, customer service is just a slogan or platitude. Using a service management model, you can institute a customer service culture within your organization. During this program, you'll learn how the service management model is used. You'll also learn how to assess where you are now in terms of customer service delivery. In addition, you'll learn how to track your customers' interactions with your company.
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10. Getting to Know Your Customers 17 minutes |
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In order to have a successful service strategy, you need to get to know your customers well. You need to know who they are and what they need. By doing so, you can meet their expectations and turn them into repeat customers. During this programme, you'll learn about customer's needs and influences on customer's perceptions. You'll also learn how to manage customer expectations and understand customer segmentation.
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11. Getting Your Customer Experience Right 3 minutes (Interview) |
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Creating a better customer experience on line is critical to customer retention. Watch as Patricia Seybold, founder and CEO of the Patricia Seybold Group, author and speaker, discusses how branding your customer experience can lead to customer loyalty.
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12. Implementing Effective Service Standards 14 minutes |
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Delivering effective service to the customer doesn't happen by accident. You need to create a target for effective service through well-thought-out objectives and standards. You also need to implement a range of internal monitoring mechanisms to ensure the process works. During this programme, you'll learn about service objectives and standards. You'll also learn about the customer service cycle and the systems required to deliver these services. In addition, you'll learn the importance of service level agreements and how to use them in your organisation.
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13. Keeping Loyal Customers 17 minutes |
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Sometimes, providing an exceptional product or service environment isn't enough to keep customers coming back. There are many reasons customers leave. You need to figure out why and implement effective ways of retaining them and building loyalty. During this programme, you'll discover how to determine if it is worth keeping specific customers. You'll also learn about effective customer loyalty programmes and the importance of customer relationship management. In addition, you'll learn about measuring customer loyalty.
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14. Knowing Your Web Customers 18 minutes |
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Those who understand how and why their customers individually buy their products will win the battle for customers in the future. This course is about getting the right product at the right price in front of the right customer at the right time. During this programme, you'll learn about the five different types of customer bonding. You'll also learn how recency, frequency and monetary value relate to profitability. In addition, you'll learn the rules for maintaining customer privacy.
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15. Managing Customer E-Mail 18 minutes |
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Today, customers will not consider doing business with a company without an e-mail address and the skills to use it wisely. During this programme, you'll recognise that e-mail is the glue that cements the Internet together. You'll learn how to respond to customer e-mail, how to create a blueprint for e-mail success and how to keep clarity within your e-mail.
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16. Measuring Customer Service 17 minutes |
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To achieve quality customer service, you need to understand how to measure it before you can manage it. But first, you need to figure out what exactly you want to measure and for what result. During this programme, you'll learn the different service quality measurement tools and how to identify customers. You'll also learn how service level and frequency affect the results of customer satisfaction surveys and why it is so important to improve customer satisfaction.
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17. Profits 3 minutes |
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The rise of e-commerce has brought customers greater choice and vendors more competition. Watch as John Hagel, chief strategy officer of 12 Entrepreneuring, Inc., discusses how to get the most value from e-commerce for your company and your customers.
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18. Understanding Customer Service 14 minutes |
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To provide exceptional customer service, you need to understand the needs and issues around customer service. You need to know the reasons why customers are happy or unhappy with the level of service your company provides and most importantly, you need to think about your customer's experience as they interact with your organisation. During this programme, you'll learn essential customer information and tips. You'll also learn how to differentiate between personal and material service and internal and external service.
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19. Working Wounded: Building Relationships 3 minutes with Your Customers |
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Building ongoing relationships with your customers is crucial to success. Watch as Bob Rosner, founder and syndicated columnist of Working Wounded, discusses the importance of long-term loyalty and ways to promote it.
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20. Working Wounded: Good News About 3 minutes Customer Complaints |
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When it comes to customer feedback, bad news is good. Watch as Bob Rosner, founder and syndicated columnist of Working Wounded, discusses how customer complaints can help improve your business.
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