Customer Service Excellence combines self-study with realistic workplace activities to build advanced knowledge of customer service principles. In a selling situation it helps to uncover customer needs and sell the value of the product on benefits rather than just price. In a customer service environment this Learning Short-take® helps to listen to the voice of the customer, responding to their stated
needs and uncovering their unstated needs.
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What's in the ebook package?
Customer Service Excellence - eBook
Part 1: Introducing Customer Service
Part 2: Customer Service Excellence
Part 3: Understanding Customer Types
Part 4: 5-step Customer Service Model
Part 5: Handling Difficult Customer Encounters
Part 6: Communicating with Customers
$8.95
Tools & Job Aids
Interactive Activity Book containing:
Guided Activities
Your Personal Learning Journal
Skill Development Action Plan
Job Aid - Customer Satisfaction Model
Job Aid - 5-step Customer Service Model
Job Aid - Handling Difficult Customers
eBook 104 pages
interactive
activity book
free tools & job aids
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