Business Training Library
Customer Service
All courses below are available through the Business Training Library (BTL)
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Developing Customer Satisfaction Surveys
Duration: 3 hoursIn this course, you'll learn to use the principles of survey design to develop a customer satisfaction survey that works. You'll explore factors that influence selection of the survey method. You'll also learn to design the survey instrument itself, including selection of question formats, sequencing of questions, and wording of the items themselves. Finally, you'll examine issues relating to selection of a sampling method and determination of sample size.
Excel at Customer Service Simulation
Duration: 30 minutesYou're a new customer service representative at Azimuth, a growing company specializing in global positioning systems (GPS) technology. You were hired to replace Jared, who left the company abruptly. As Jared's customers don't know that he left, be prepared for some surprised reactions when you start talking to his former accounts.
The Fundamentals of Exceptional Customer Service
Duration: 3 hoursYou've seen the ad campaigns that boast, "Customer satisfaction guaranteed." But in today's marketplace, satisfaction isn't enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking, and establishes the building blocks for a service mentality that increases customer commitment, not to mention profits. Learn how to develop service standards and track their effectiveness. Gain new insights and strategies from the corporate masters of customer service. Explore the value of building relationships with customers. Most importantly, by the end of the course you'll be able create your own customer-focused philosophy.
Identifying Your Customers' Expectations
Duration: 4 hours 30 minutesCustomers have expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but, all the same, they have a strong influence on how your company, its employees, products, and services are perceived. In the first lesson of this course, you'll be shown what characteristics customers want to see demonstrated, what external influences generate customers' expectations, and how your company's ability to fulfill expectations at various levels impacts on customer satisfaction. You'll learn how to extract the qualitative customer feedback that enables you and your team to focus on delivering the kind of service that delights. In the final lesson, you will practice interpreting customer responses, and extracting from them the attributes of your service that impact most on customer satisfaction. Customer feedback is essential--there is no substitute for asking customers to tell you what they want--your company's ability to satisfy their expectations depends on it.
Providing Customer Service Simulation
Duration: 30 minutesThe art of effective customer service requires anticipating your customers' needs and expectations and working with them to resolve their present issues or requests. How well you can successfully practice effective customer service techniques will make the difference between building long-term customer relationships or losing patronage forever. Your role: As a Customer Service representative for Bizjet Airlines, you will be challenged to deal with various customer service scenarios during the course of your workdays. Whether it's in person, on the phone, or through e-mail, you'll either be working toward building a clientele of new and repeat customers, or, if unsuccessful, encouraging these customers to fly with a competitor.