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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
Shutterstock In a world where every customer interaction is caught on camera, video, microphone or social media, it takes a special group of people to work in customer service. Rarely do they hear ...
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
Customer advocacy is a customer-focused business model that aims to provide the best service and products for customers. Learn how customer advocates act as facilitators, how to measure customer advocacy and what are the benefits of this approach.
Customer development is a formal methodology for building startups and new corporate ventures. It involves testing hypotheses about the business model, getting outside the building, and iterating based on customer feedback.
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