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A Mindset For Superior Service

This course has been discontinued and is no longer available.
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23 to 43 minutes
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High Definition
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Closed Captioning
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Woman looking annoyed at a man Woman and man on the phone with each other Two women on the phone together

A Mindset For Superior Service

To maintain a high level of customer service, for external and internal customers, employees must maintain a superior service mindset. This A Mindset For Superior Service course explains the seven characteristics of good customer service. Some of the characteristics include empathy, balance, and resilience. Accompanying the explanation of each characteristic in the video is a scenario demonstrating the correct way, as well as the incorrect way, of resolving or handling a customer’s issue.

Customer service reps (CSR) often encounter irate or difficult customers and sometimes customers take their frustrations out on CSRs who aren’t involved with the original problem. Advice is given on how to handle such situations. Another factor affecting how a CSR handles customers is internal workplace conflict. Quickly resolving any conflict can enhance how CSRs handle customers.

The video points out the importance of providing excellent customer service and having a positive attitude toward your work in order to best serve the customer and increase customer loyalty.

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

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 30 days to complete the course

Individuals who want to improve their customer service skills

The course presents the following topical areas:
  • Introduction
  • Empathy
  • Enthusiasm
  • Ownership
  • Responsibility
  • Adaptability
  • Balance
  • Resiliency
  • Review

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