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Ch 1: Customer Service Basics

About This Chapter

Many people will probably tell you that companies cannot succeed without good customer service. These short video lessons will help your managerial employees understand the key aspects of customer service and what a customer service department does.

Customer Service Basics - Chapter Summary

This chapter's lessons explain what customer service is, examine the roles of a customer service department and explore how good customer service practices can benefit a business. Your managers can get information on the following:

  • Definition and types of customer service
  • Examples of customer satisfaction and customer service goals
  • Duties of a customer service department
  • Responsibilities of a customer service manager
  • The relationship between customer service and customer satisfaction

Your supervisors and managers can learn about customer service by viewing these videos on their own or as part of a corporate training program. These brief lessons are packed with real world examples, and the quizzes that follow offer your employees a chance to assess their understanding of key points.

How It Helps

  • Defines responsibilities: Supervisors who are aware of their customer service duties can ensure that the company's policies for customer care are being observed.
  • Promotes customer satisfaction: Working with professionals who are trained in customer service makes a better impression on customers.
  • Emphasizes customer service: Offering specialized training in customer service helps managers understand the importance of this area of business, even if the company has no specific customer service department.

Skills Covered

After watching these video lessons, supervisory and managerial employees should be able to:

  • Explain the different types of customer service
  • Describe the role of customer service in marketing
  • Analyze factors that result in customer satisfaction
  • Discuss the role of a customer service department in an organization
  • Report on the duties of a customer service manager
  • Evaluate the relationship between customer service and customer satisfaction
  • Recognize examples of customer service goals

7 Lessons in Chapter 1: Customer Service Basics
Test your knowledge with a 30-question chapter practice test
What Is Customer Service? - Definition, Types & Role in Marketing

1. What Is Customer Service? - Definition, Types & Role in Marketing

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

What is Customer Satisfaction? - Definition & Examples

2. What is Customer Satisfaction? - Definition & Examples

Customer satisfaction is essential for business success in today's marketplace. In this lesson, you'll learn what customer satisfaction is and be provided some examples. A short quiz follows the lesson.

Case Study: Costco Wholesale's Customer Satisfaction

3. Case Study: Costco Wholesale's Customer Satisfaction

Wholesale giant Costco has often been an industry leader or innovator in customer satisfaction. This case study will examine some of the strategies used by the company to improve and maintain high-levels of customer satisfaction.

Relationship Between Customer Service & Satisfaction: Levels & Examples

4. Relationship Between Customer Service & Satisfaction: Levels & Examples

In this lesson, we'll talk about the link between customer service and customer satisfaction. We'll see that how a business handles its customer service directly impacts the satisfaction of its customers.

Customer Service Department: Role & Tasks

5. Customer Service Department: Role & Tasks

A company's customer service department makes a significant impact on the success of the business. In this lesson, we will explore the role and tasks of this important department.

What are Customer Service Goals? - Definition & Examples

6. What are Customer Service Goals? - Definition & Examples

Customer service is the most crucial aspect of any business, company, or employer. In this lesson, you will learn what customer service goals are, how they are formed, measured, and why they are so important.

What Is the Role of the Customer Service Manager?

7. What Is the Role of the Customer Service Manager?

One of the most critical roles in a company is that of the customer service manager. Learn how this manager impacts the success of a business while helping to create loyal customers.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Customer Service Manager Skills & Training course

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