As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers.
Organizations need to be able to address the needs of customers in an effective and efficient manner.
There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards.
Courses from our Customer Services Skills Series
Interacting with Customers
Communicating Effectively with Customers
Controlling Conflict, Stress, and Time in a Customer Service Environment
Dealing with Customer Service Incidents and Complaints
Polishing Your Skills for Excellent Customer Service
Courses from our Essentials of Customer Service Series:
Rapport Building in Customer Service
Providing On-site Customer Service
Providing Telephone Customer Service
Providing Effective Internal Customer Service
Facing Confrontation in Customer Service
Designing a Customer Service Strategy
Customer Service Training
Read the Research: Happy Customers Start with Employee Engagement
Download Aberdeen’s recent report for key takeaways on how to build a program that increases revenue, reduces costs and creates happy customers.