4.71 out of 5
4.71
161 reviews on Udemy

Customer Service Fundamentals

An introduction to customer service and its importance in any business.
Instructor:
Starweaver Team
14,999 students enrolled
English [Auto]
To appreciate the true value of positive customer service at every level of an industry
To understand the rules of great customer servicess
To deliver outstanding customer service
To manage and deal with both positive and negative feedback experiences
To evaluate yourself and your business to determine the key wins required to deliver the customer service possible

There is no such thing as a job today that isn't service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business.

This course covers the following topics:

1. Customer Service Overview
2. What is Customer Service?
3. Why is it More Important Than Ever?
4. How it Applies to Every Business
5. Five Service Levels of Companies
6. Key Factors
7. Rules of Great Service
8. Getting to High Service Levels
9. Evaluate Yourself/Evaluate Your Company
10. Powering a Great Service Culture
11. Case Study: Starbucks
12. Personal Primers
13. Steps to Great Customer Service
14. A Deeper Look at Managing Negative Customer Service Engagements
15. The Review/Take-aways

Introduction to Customer Service

1
Introduction to Customer Service

Instructor Xavier Jenkins introduces the customer service course.

2
Relationship between Sales and Service

Instructor Xavier Jenkins discusses the relationship between sales and service.

3
Why Customer Service is so Important

Instructor Xavier Jenkins explains why customer service is so important.

4
Five Levels of Business Customer Service Part 1

Instructor Xavier Jenkins discusses the five levels of business customer support (part 1 of 3).

5
Five Levels of Business Customer Service Part 2

Instructor Xavier Jenkins discusses the five levels of business customer support (part 2 of 3).

6
Five Levels of Business Customer Service Part 3

Instructor Xavier Jenkins discusses the five levels of business customer support (part 3 of 3).

Providing Great Customer Service

1
Key Factors in Customer Service Excellence

Instructor Xavier Jenkins discusses key factors in customer service excellence.

2
Customer Loyalty

Instructor Xavier Jenkins discusses customer loyalty.

3
Rules to Great Service

Instructor Xavier Jenkins discusses rules to great customer service.

4
Key Characteristics of Delivery

Instructor Xavier Jenkins discusses the key characteristics of delivery.

5
Evaluating Yourself and Your Company

Instructor Xavier Jenkins discusses how to evaluate yourself and your company.

6
Evaluating Your Service Attitude

Instructor Xavier Jenkins discusses evaluating customer service attitude.

7
Powering a Service Culture

Instructor Xavier Jenkins discusses powering a service culture.

8
Personal Primers

Instructor Xavier Jenkins discusses personal primers.

9
Steps to Great Customer Service

Instructor Xavier Jenkins discusses the steps to providing great customer service.

Problem Resolution

1
Problem Resolution Process

Instructor Xavier Jenkins discusses the problem resolution process.

2
Principles for Managing Negative Relationships

Instructor Xavier Jenkins discusses principles for managing negative relationships.

3
Steps to Resolving Negative Situations/Review

Instructor Xavier Jenkins discusses steps to resolving negative situations, and concludes the course.

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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161 Ratings

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Includes

3 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion

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