Introduction
Keep your customers happy00:00:51
What to know before watching this course00:01:52
Outstanding Customer Service
Define outstanding customer service00:03:45
Determine the value of outstanding customer service00:00:00
Identify your customers00:03:21
Create a customer service vision00:02:49
Section 1 Quiz
Build Rapport
Connect rapport to outstanding service00:03:15
Implement techniques to build rapport00:03:22
Start a conversation00:03:17
Enhance likability in-person00:03:5
Enhance likability on the phone00:02:56
Enhance likability via email, chat, or SMS00:02:53
Section 2 Quiz
Exceed Expectations
Uncover customer needs00:02:35
Actively listen to customers00:04:45
Identify emotional needs00:02:22
Manage expectations00:04:06
Go the extra mile00:04:25
Section 3 Quiz
Solve Problems
Take ownership00:04:35
Act on customer feedback00:03:45
Empathize with customers00:04:08
Expand your influence00:03:53
Prevent negative emotions00:02:51
Diffuse angry customers00:04:52
Anchor your own attitude00:03:33
Section 4 Quiz
