Ch 1: The Nature of Customer Service

About This Chapter

Customer service is an essential part of any business. You can use the lessons in this chapter to help your employees learn more about what customer service is and why it is important.

The Nature of Customer Service - Chapter Summary

High-quality customer service can mean the difference between gaining and losing customers. This chapter contains several short lessons that describe different types of customer service and its role in marketing. The videos include definitions and examples of:

  • Customer service
  • Customer satisfaction
  • Customer expectations

These engaging videos use real-world examples and fun illustrations to present topics on the nature of customer service. You can use the videos as part of a group corporate training meeting or assign them to your employees to complete on their own time. There are also corresponding quizzes and an end-of-chapter exam that you can use to check their understanding of key points.

How It Helps

  • Improves performance: By learning the characteristics of good customer service, employees will be able to incorporate the ideas into their day-to-day activities and help attract new customers or retain existing customers.
  • Encourages improvement: After seeing examples of customer satisfaction, your team can examine their current customer service techniques and look for areas of improvement.
  • Builds awareness: Employees who understand a customer's expectation for customer service will be able to meet and/or exceed those expectations.

Skills Covered

After watching these videos, your employees will be able to:

  • Define and explain the different types of customer service
  • Provide examples of customer satisfaction
  • Describe ways to meet and exceed customer expectations

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 Providing High Quality Customer Service course