Customer Service: Avoid Costly Mistakes

It might not seem like it, but employees who work directly with customers have an impact on the bottom line of the business they work for. Using a variety of workplace settings, this online training video illustrates how essential good customer service is to customer satisfaction and retention.

Viewers learn practical ways to keep customers coming back. These include acknowledging the customer, coaching coworkers, finding a way to say yes to the customer's request, listening carefully, fixing problems on the spot, and accepting responsibility for helping the customer. This course emphasizes the importance of having a “can do” attitude when helping customers, such as escorting them to another department instead of just pointing the way.

Watch this course to increase your customer service skill set and see the positive effect it has in your workplace.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

Everyone who works with customers, either face to face or on the phone

• Introduction
• Customer Service Failures
• Find a Way to Say Yes
• Coach Each Other
• Listen Carefully/Fix it on the Spot
• More Customer Service Failures
• What the Customer Really Hears
• Good Customer Service
• Conclusion

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute