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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Learn how to create a diverse, equitable and inclusive workforce that delivers outstanding customer and employee experiences. This article offers tips on onboarding, forums, speaker series and ...
French micromobility startup Pony, one of Onepilot’s clients, needed reliable customer care for its dockless bike and scooter fleets in several cities, but couldn’t justify the expense of an ...
DXwand, a Cairo- and Dubai-based startup that leverages conversational AI to help businesses in the Middle East automate customer service and employee assistance, has raised $4 million in Series A…
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
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