About This Chapter
Elements of Great Customer Service - Chapter Summary
A company that provides high-quality customer service not only listens to the complaints of their customers, but also takes the time to listen to their feedback and anticipate their needs. Use the lessons in this chapter to help your employees see the elements of great customer service through videos that cover:
- Effective listening
- Predicting customer needs
- Respecting customers
- Understanding and resolving customer complaints
- Developing long-term customer relationships
Your employees can watch these entertaining video lessons on their own, from any computer or mobile device, or you can show them to a group during a corporate training session. The videos use realistic examples that help your employees understand - and retain - the information. You can also test their comprehension through the included lesson quizzes and chapter exam.
How It Helps
- Improves performance: Employees who understand the importance of great customer service may gain new clients and/or increase their performance and sales.
- Provides training: After reviewing the steps for responding to negative feedback, your employees should feel more comfortable in resolving customer complaints and conflicts.
- Cultivates customer relationships: These lessons introduce your employees to various information and communication technology options for tracking and contacting their customers, which can help them develop long-term relationships with their customers.
After completing the lessons in this chapter, your employees will be able to:
- Explain the importance of effective listening in customer service
- Understand how to identify a customer's needs
- List ways to show respect to a customer
- Provide examples of ways to handle customer complaints
- Describe ways to cultivate and maintain long-term customer relationships
1. Effective Listening Skills for Understanding Customers
This lesson gives you a brief review of the importance of effective listening for the customer service field. It covers how to practice effective listening by showing empathy and acknowledging the customer, as well as some possible consequences if you don't.
2. Methods for Predicting Customer Needs
A crucial part of running a successful business is determining and fulfilling customer needs. This lesson discusses the importance of being able to predict customer needs and providing methods for doing so.
3. Treating Your Customers with Respect
In this lesson, we will explore some simple ways to show your customer respect. Knowing a few simple ways to show your customer they are important will go a long way in keeping them as a loyal customer.
4. Understanding the Value of Customer Complaints
This lesson will discuss the value of customer complaints to improve products or services for consumers. We'll discuss ways to implement changes to retain customers.
5. Resolving Customer Service Complaints & Conflict
Dealing with customer complaints can be a challenging task, but when you have the tools to help you understand the customer's concerns and how to resolve them, the result can be a happy customer.
6. Practical Application: Responding to Customer Complaints
Customer complaints are an unavoidable part of doing business, but how complaints are handled often determine the extent of a negative impact. Is the customer truly always right?
7. Cultivating Long-Term Customer Relationships
Learn how to cultivate long-term customer relationships and the importance of maintaining those relationships through team building, customer satisfaction, and communicating effectively.
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