Apr
2
2014

Jeff Toister – Customer Service Fundamentals

Name Product: Jeff Toister – Customer Service Fundamentals
COST: Membership Site
Author: Jeff Toister
Size: 1.2 GB
Website: _http://www.lynda.com/Business-Business-Skills-tutorials/Customer-Service-Fundamentals/151583-2.html

Do your customers feel valued? When they do, they keep coming back. When they don’t, your business suffers. In this course, author and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He’ll also share ways to find out what your customers really think about your service, and use their feedback to improve.

Topics include:
What is outstanding customer service?
Identifying your customer
Creating a customer service vision
Enhancing likability in person, over the phone, and via email
Actively listening to customers
Going the extra mile
Taking ownership of problems
Diffusing angry customers
Using data to evaluate and improve your customer service

Subjects:
Business, Business Skills, Communication

About The Author

Jeff Toister is a customer service expert and president of Toister Performance Solutions, Inc., a consulting firm that has helped companies improve customer service at the highest level for more than 20 years. His clients include Fortune 500 firms, midsize companies, municipal agencies, nonprofit organizations, and even small businesses like his local plumber. His innovative solutions have helped clients improve customer satisfaction, sales, and efficiency.

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