After completing Customer Service: Defining Service, the user should be able to:
| Define "customers" and "service" |
| Gather repeat business |
| Get the entire company involved in good service |
| Create standards of customer service |
| Define a business's customer segments |
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Understanding "Customers" and "Service"
| Define service |
| Don't confine service |
| Human to human |
| Customers are not just "buyers" |
| Service goes beyond "May I help you?" |
Bringing the Customer Back
| Great expectations |
| Defectionitis |
| Repeats repeats repeats |
| From their mouths to your wallet |
Making the Mission a Priority
| Mission: mission |
| Beyond greed: why service goes bad |
| Costs and ambitions |
Getting Everyone Involved
| The great debate |
| Culture and style |
| Make customer service everyone's job |
| Make customer service part of pay |
Service from the Top Down
| Management model |
| Creating a culture of cooperation |
| 21 ways to know it's working |
Creating Service Standards
| The "instant of absolute judgment" |
| Standards to the rescue |
| "SMARTS" service |
| Using your "SMARTS" |
| What should you standardize? |
Implementing Service Standards
| Implementing standardized service |
| Can you standardize "niceness?" |
Customer Segments
| Exactly alike only different |
| Divide and serve |
| Why segment? |
| Some are more equal than others |
Segmenting Your Customers
| Slicing & dicing |
| Fire some customers! |
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This course has the following features:
| Exercises that allow users to explore how a course topic applies to their own real-world situations |
| A file containing the text of the exercises |
| A course index |
| A glossary |
| A Skill Assessment |
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