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Customer Service
Customer Service
Getting Started (1:11)
Who We Are and What We Do
Who We Are and What We Do (7:01)
Who We Are and What We Do Case Study (0:29)
Module Two: Review Questions
Establishing Your Attitude
Establishing Your Attitude (8:44)
Establishing Your Attitude Case Study (0:48)
Module Three: Review Questions
Identifying and Addressing Their Needs
Identifying and addressing customer needs (8:48)
Identifying and addressing customer needs Case Study (0:42)
Module Four: Review Questions
Generating Return Business
Generating Return Business (7:04)
Generating Return Business Case Study (0:39)
Module Five: Review Questions
In-Person Customer Service
In-Person Customer Service (5:54)
In-Person Customer Service Case Study (0:39)
Module Six: Review Questions
Giving Customer Service over the Phone
Giving Customer Service Over The Phone (6:48)
Giving Customer Service Over The Phone case Study (0:33)
Module Seven: Review Questions
Providing Electronic Customer Service
Providing Electronic Customer Service (5:44)
Providing Electronic Customer Service Case Study (0:30)
Module Eight: Review Questions
Recovering Difficult Customers
Recovering Difficult Customers (6:53)
Recovering Difficult Customers Case Study (0:35)
Module Nine: Review Questions
Understanding When to Escalate
Understanding When to Escalate (5:33)
Understanding When to Escalate Case Study (0:33)
Module Ten: Review Questions
Ten Things You Can Do To WOW Every Time
Ten Things You Can Do to WOW Customers (2:40)
Ten Things You Can Do to WOW Customers Case Study (0:30)
Module Eleven: Review Questions
Closing (0:20)
Ten Things You Can Do to WOW Customers Case Study
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