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RELEASE NAME....: Lynda.com.The.Managers.Guide.to.Managing.Customer.Expectations-ELOHiM
RELEASE DATE....: 2016-07-14
RELEASE SIZE....: 11x15Mb
FORMAT..........: Bookware
LANGUAGE........: English
URL.............: http://www.lynda.com
Customer service managers may not be on the front lines, but they can
create systems and processes that help ensure that the organization's
service promises match what it actually delivers. Customer service expert
Jeff Toister helps managers identify what a typical customer expects,
where those expectations come from, and where your organization might be
vulnerable. He explains how to perform a marketing and communication audit
to find out whether your company's messaging matches what it is
delivering. Then learn how to use data (such as surveys and product
returns) to identify areas where service is routinely falling short. Last,
he helps you uncover opportunities to reinforce appropriate expectations
with customers, including response time expectations for various service
channels (phone, email, and social media).
Subjects: Business, Business Skills, Communication
Author: Jeff Toister
Level: Intermediate
Duration: 26m 16s
Released: 7/14/2016