- AUDIO 60-minute course
Escape with us to Venice, Italy as our backdrop to talking about Customer service begins there. It's really interesting to watch how the Gondoliers navigate around each other, around Vaporettos (bus boats) and around boat taxis without crashing or dumping tourist into the not-so-clean canals of Venice. How do they do it? Well, firstly, they are expert navigators but that's not enough to keep tourists standing in line to pay big bucks for a ride. The best Gondoliers know that the ride must be spectacular, that's expected, but it is the Customer Service through the fun chatter that will make or break this once-in-a-lifetime experience. Now, flip to the service a Venice visitor faces when they go into a restaurant. That Customer Service borders on abuse. Contrasting Customer Service is what we will talk about in this course. This course is a down-and-dirty overall view of Customer Service. Areas discussed in this course are:
- Defining Customer Service
- Identifying difficult customers (internal, external and the five different types)
- Developing a Customer Relationship Management (CRM) strategy
- Ensuring effective follow-up
Customer Service is, going past the "expected" and providing something worth remembering.Consumers are savvy. If you have a product that other people also have, it will be the customer service that makes your customers come back again and again.