Customer Service Foundations

Customer Service Foundations

Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve.

Topics include:

  • Explore how you can use customer surveys to build rapport.
  • Name three ways you can use active listening to serve your customers more effectively.
  • Identify the different types of needs that must be addressed in order to solve problems.
  • Explain the benefits of taking ownership of a problem.
  • Define “preemptive acknowledgment” and recognize its impact on customer service.
  • List three types of attitude anchors and explain their differences.


  • 英文名称:Customer Service Foundations
  • 时长:1小时22分
  • 字幕:英语


  1. Keep your customers happy
  2. What to know before watching this course
  3. Define outstanding customer service
  4. Determine the value of outstanding customer service
  5. Identify your customers
  6. Create a customer service vision
  7. Connect rapport to outstanding service
  8. Implement techniques to build rapport
  9. Start a conversation
  10. Enhance likability in-person
  11. Enhance likability on the phone
  12. Enhance likability via email, chat, or SMS
  13. Uncover customer needs
  14. Actively listen to customers
  15. Identify emotional needs
  16. Manage expectations
  17. Go the extra mile
  18. Take ownership of problems
  19. Act on customer feedback
  20. Empathize with customers
  21. Expand your influence
  22. Prevent negative emotions
  23. Diffuse angry customers
  24. Anchor your own attitude
  25. Create a plan