The course focuses on three main areas:
Customer Service Excellence Case Studies 1 Here you can learn from companies who have established a reputation for top quality customer service. How did they earn customer service excellence respect and recognition?
Learn from the best with these case studies. Customer Service On The Phone 8 Phones are still a primary means of customer contact, customer support and customer service, but dealing on the phone is different than face to face or email.
In this section you'll find hints and tips about how to make customer service over the phone more effective, including suggestions for how to deal with customer complaints over the phone. Data Mining 16 Data mining is the process of collecting information from your prospective customers, making sense of it to make decisions about how to make your organization Listening in communication barriers in hospitality industries successful.
Difficult People 11 Difficult people make difficult customers. Learn about what makes difficult people tick, and methods to deal with them.
Learn more about how companies are delivering top quality service through the Internet. Slow, ponderous and frustrating service. Expert Predictions About Customer Service 36 Every year experts predict what's coming in the next year for customer service.
How have they done? Here you'll find year by year predictions, so you can see whether the "experts" got it right. For Customers - Getting Better Service 27 Most of the material on this site is for those that work in customer service, customer service representatives, and companies, but in this section, you'll find advice for customers on how to get better service, how to complain constructively, and more.
Hiring Customer Service Representatives 14 You can, and usually have to train your customer service representatives, but things are a lot easier and more profitable if you HIRE good people suited for the customer service roles.
That's what this section is about. Impaired Customers 6 In this section we'll discuss the difficult challenges of dealing with customers who are intoxicated drunk, or high, on drugs Offloading customer service and methods to serve customers into "the cloud".
And what technologies are being used? Those questions answered in this section. Infographics - Customer Service Related 14 Very often infographics are incredibly misleading when it comes to how customer behave and consumer behavior, because the numbers presentated are almost always presented out of context.
With that caveat, we're including customer service related infographics in this section. Leading The Way To Better Customer Services 3 CEO's and other organizational leaders play critical roles in creating an organizational culture that fosters improving customer service.
In this section, you'll find advice, suggestions and tips for how to harness leadership in the quest for quality service. Lessons From Poor Customer Service Examples 15 We can learn a lot about improving customer service by looking at what NOT to do, and examples of customer service that has gone awry.
Here you'll find examples and analyses of poor customer service situations. Live Chat 7 Live chat, or the ability to communicate via computer in real time has become a more prevalent way to help customers, and in particular, to help customers through the buying process online.
In this section we'll look at this topic. Metrics - Measuring Customer Service 21 It's a big issue. How do you measure the quality of the customer service given to customers? Wrong metrics can be misleading, but it's hard to measure customer service quality in a meaningful way.
Mobile Customers 16 With the penetration of smart phones and devices, customers are indeed mobile, and look to use their smart devices to make shopping easier, even in bricks and mortar places.“Project management Interpersonal Communication Skills” workshop is an important tool for project managers, their teams and stakeholders to Communicate and interact with others more effectively and reach project success.
Chapter 6 Customer Service and Behavior. LESSON OVERVIEW. This will allow better communication and the provision of better quality service. Throughout the chapter, students are asked to analyze their current skill levels and to think of new ways to implement the strategies outlines in the text.
Discuss a variety of industries (e.g. Conference Listening. No matter how global an industry, major events are often restricted to a single location and time in the calendar. This means various global teams descend on a single location, to meet with suppliers and prospects relevant to their region, conversing in their local language.
Communication in a healthcare setting is one of the most important tools we have for providing great patient care and improving patient satisfaction. However, lines of communication can frequently be crossed and lead to lower patient satisfaction scores, illnesses or worse.
Language barriers are a common challenge in international business settings—and a the other person's accent but their own way of speaking that creates the greatest bar-riers to effective communication.
Use the strategies below to ensure you're not put- Practice reflective listening to check your own un-derstanding (e.g. 'So what I. Tim Hicks provides communication, problem-solving, and decision-making assistance to individuals, groups, and organizations in the public, private, and nonprofit sectors.
He has 25 years of experience mediating, facilitating, teaching, training, and consulting.