	Online Customer Service (Videos) Series (2.9 hours)

Summary:
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.

Audience:
Non-Managers, Front Line Managers, Mid-Level Managers

ONLINE TRAINING INCLUDES

* Interactive online courses.
* Low prices (Only $39.95)
* A full year of complete and unlimited access to your course.
* Return to you courses as many times as you like.
* Assessment tests and certificates (if passed) after each course.

1. BUILDING CUSTOMER LOYALTY
Time: 13 minutes

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.

OUTLINE:
* Introduction
* Building Customer Loyalty
* Customer Satisfaction vs. Customer Loyalty
* The LAST Model
* Understanding Customers
* Closing the Gap
* Summary

2. DELIGHTING YOUR CUSTOMERS
Time: 3 minutes

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.

3. BUILDING WEB RELATIONSHIPS (INTERVIEW)
Time: 5 minutes

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.

4. CREATING CUSTOMER VALUE
Time: 14 minutes

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.

OUTLINE:
* Introduction
* Value = Benefits - Costs
* Cost Element of the Value Equation
* Reducing the Price
* Detailed Level of Excellence
* Setting Service Standards
* Summary

5. CROWN YOUR CUSTOMERS (INTERVIEW)
Time: 4 minutes

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.

6. CUSTOMER CONVENIENCE IS KEY TO E-COMMERCE (INTERVIEW)
Time: 6 minutes

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.

7. CUSTOMER SERVICE STRATEGY
Time: 12 minutes

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.

OUTLINE:
* Introduction
* Vision Statement
* Mission Statement
* SWOT Analysis
* Customer Service Strategy
* Customer Service Slogan
* Customer Service Values
* Customer Service as a Key Result Area
* Communicate the Strategy
* Summary

8. DEALING WITH CUSTOMER COMPLAINTS
Time: 15 minutes

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 program, you'll learn why an organization should seek customer complaints, and learn appropriate customer service responses. You'll also learn a technique to help work through challenging customer service situations.

OUTLINE:
* Introduction
* Seeking Customer Complaints
* Defining Recovery
* Responding to Customer
* The CLEAR Technique
* Summary

9. EXCEEDING CUSTOMER EXPECTATIONS
Time: 13 minutes

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.

OUTLINE:
* Introduction
* Service Management Model
* Assessing Customer Service
* Service Cycle
* Summary

10. GETTING TO KNOW YOUR CUSTOMERS
Time: 17 minutes

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 program, 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.

OUTLINE:
* Introduction
* Customer Needs
* Customer Perceptions
* Customer Expectations
* Customer Segmentation
* Summary

11. GETTING YOUR CUSTOMER EXPERIENCE RIGHT (INTERVIEW)
Time: 3 minutes

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.

12. IMPLEMENTING EFFECTIVE SERVICE STANDARDS
Time: 14 minutes

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 program, 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 organization.

OUTLINE:
* Introduction
* Service Objectives and Standards
* Defining the Customer Cycle
* Service Level Agreements
* Summary

13. KEEPING LOYAL CUSTOMERS
Time: 17 minutes

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 program, you'll discover how to determine if it is worth keeping specific customers. You'll also learn about effective customer loyalty programs and the importance of customer relationship management. In addition, you'll learn about measuring customer loyalty.

OUTLINE:
* Introduction
* Keeping Customers
* Loyalty Building Schemes
* Measuring Loyalty
* Summary

14. MEASURING CUSTOMER SERVICE
Time: 17 minutes

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 program, 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.

OUTLINE:
* Introduction
* Measurement Tools
* Identifying Customers
* Customer Satisfaction Surveys
* Improving Customer Satisfaction
* Summary

15. PROFITS, NOT PROMISES (INTERVIEW)
Time: 3 minutes

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.

16. UNDERSTANDING CUSTOMER SERVICE
Time: 14 minutes

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 organization. During this program, 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.

OUTLINE:
* Introduction
* Customer Patterns
* Material and Personal Customer Service
* Internal and External Customer Service
* Moments of Truth
* Summary

17. WORKING WOUNDED: BUILDING RELATIONSHIPS WITH YOUR CUSTOMER
Time: 3 minutes

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.

18. WORKING WOUNDED: GOOD NEWS ABOUT CUSTOMER COMPLAINTS
Time: 3 minutes

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.