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Total Items: 20 Total Time: 3.53 hour(s) Subscription Term: 12 month(s)
Knowing 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 programs will help you develop the skills to achieve total customer satisfaction.
Customer Service (Videos): Building Customer Loyalty
Product Code: PB027 Time: 13.0 minute(s)
Summary:
Customers expect and even demand excellent customer service. In exchange, they will give you their undying customer loyalty. This program 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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Customer Service (Videos): Delighting Your Customers
Product Code: PB186 Time: 3.0 minute(s)
Summary:
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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Customer Service (Videos): Building Web Relationships (Interview)
Product Code: PB028 Time: 5.0 minute(s)
Summary:
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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Customer Service (Videos): Creating Customer Value
Product Code: PB029 Time: 14.0 minute(s)
Summary:
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 program, 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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Customer Service (Videos): Crown Your Customers (Interview)
Product Code: PB030 Time: 4.0 minute(s)
Summary:
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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Customer Service (Videos): Customer Convenience is Key to E-Commerce (Interview)
Product Code: PB031 Time: 6.0 minute(s)
Summary:
Organizations 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 organization can create customer convenience by building electronic bridges.
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Customer Service (Videos): Customer Service Strategy
Product Code: PB032 Time: 12.0 minute(s)
Summary:
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 program, 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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