Customer Service in the Information Age

Description:
The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

Customer service has changed dramatically over the past few decades. New technology has given customer service personnel more options for reaching customers, even as it has given consumers easier access to data and information. CUSTOMER SERVICE IN THE INFORMATION AGE is a course which explains how businesses can still provide great customer service with a personal touch–whether it is through e-mail, the telephone, or a company Web site. The tips presented in this course will give organizations concrete suggestions for how to use the technological options available today to elevate their customer service to the next level and build relationships that will result in loyal and satisfied customers.

Duration: One day

Table of Contents:

Part 1: Customer Service Basics with a New-Century Twist
Choose Common Sense Over Technology
Understand the Whys Behind Company Policies
Help Customers Feel Like Insiders, Not Onlookers
Keep Current on Your Company’s Promotions
Show Respect for Your Customers’ Time
Promise Less and Deliver More
Tell Customers You Appreciate Their Business
Review

Part 2: Customer Service on the Web
Supplement the Software with Human Interaction
Facilitate Customer Service with Technology
Monitor Your Company’s Internet Customer Service
Design Your Web Site to Be Customer-Focused
Include Contact Information on the Site
Make Contact Information Easy to Find
Offer After-the-Sale Help Through Multiple Means
Post Your Privacy Policy in Plain Language
Test Your Company’s Web Site for Effectiveness
Review

Part 3: Providing E-Mail Customer Service
Consider E-Mails to Be Public, Legal Documents
Know Your Company’s E-Mail Policies
Present a Positive Impression to Your Customers
Offer Apologies as Needed
Respond Promptly to All Customer E-Mail
Personalize Your E-Mail Responses
Give Complete Information in Everyday Language
Quote Senders’ Queries to Craft Your Responses
Review

Part 4: Customer Relationship Management (CRM) and Service
What Is Customer Relationship Management, or CRM?
Emphasize Customer Retention
Provide Customer Service Based on the 80/20 Rule
Mine Referral Business from Existing Customers
Keep Your Promises to Customers
Build Customer Loyalty with After-the-Sale Service
Work to Eliminate Irritating Policies and Procedures
Keep Up with Changing Customer Expectations
Reward Customers for Staying with Your Company
Review

Part 5: Effective Automated Telephone Service
Determine Telephone Service by Customer Needs
Set Up Automated Systems Correctly
Check Regularly for Proper Operation
Keep Automated Messages Brief
Return Voice Mail Calls Promptly
Review

Addendum
Addendum to Part 1
Addendum to Part 3
Addendum to Part 4
Additional Reading