Getting Innovation with Your Customer Service
Help your team unlock their potential00:00:45
What you’ll learn from watching this course00:00:59
Understanding why customer service is hard00:02:08
Influencing Customer Perception
Identifying the most important need00:03:37
Winning the moments of truth00:03:49
Making wait time more bearable00:03:13
Getting customers to know your name00:02:38
Section 1 Quiz
Enhancing Your Service Senses
Improving your powers of observation00:03:28
Overcoming the illusion of speed00:03:34
Understanding the consequence of multitasking00:03:24
Avoiding directed attention fatigue00:03:33
Section 2 Quiz
Building Teamwork
Identifying the secrets of employee motivation00:03:19
Increasing teamwork between departments00:03:48
Creating positive social pressure00:04:01
Section 3 Quiz
Conclusion
Resources to improve your customer service00:01:05