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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.
For example: "Quickly ramped up to learn technical and lay-person details of XYZ in order to provide useful, accurate customer service for all clients. Noted as a quick study."
Customer service is a tough industry to work in, but with the right skills you can be successful and reap the awards of helping clients. Every company has customer service representatives to ...
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 ...
In the customer service arena in particular, enterprises are facing a historic labor shortage. Owing to burnout, flexibility and customer satisfaction challenges, agents are quitting at a faster ...
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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