Research verifies that the only way to achieve customer loyalty is to meet and exceed their expectations. Every time you interact with a customer, you have a unique “moment of truth” opportunity to build the relationship or fall short. This module will help you understand your customers' needs, so you can better serve them through each and every interaction.

No matter what product or service you may offer, our role in the company is to support and serve our customers, and one of the best ways to deliver excellent customer service is by building relationships with our customers. In this course you will learn what creates great rapport with others, as well as determine what actions you can take to strengthen the rapport with each of your customers.

In business, conflict is inevitable. However, if mismanaged or ignored, conflict can become bad for business. If you don't adequately address and resolve conflict with customers, it can negatively impact customer retention, loyalty and brand awareness. So, how do you handle angry and confrontational customers? Well, by following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations. By completing this course, you will know how to effectively manage difficult customer situations

Great customer phone support has a positive impact on customer satisfaction and long-term customer retention. Customer service representatives who implement what's required to promote a positive brand image and exceed customer expectations, experience greater professional success within the company, while at the same time helping both the customers and the company succeed. For this course you will focus on implementing the key actions everyone should do to deliver great customer service over the phone. By completing this course, you will know the requirements to deliver great customer service over the phone

This course addresses the basic concepts of Lean and how they influence Agile and modern project management. The course will show how agile ways of working and managing projects emerged from and with the evolution of the core lean concepts and practices. PMBOK Guide - Seventh edition.

The modern salesperson is professional, a great listener, and considerate of their customers' needs. They make a great impression - one that inspires trust and confidence. This course is part of the Sales Excellence Series, a series created to provide new and experienced sales teams with the knowledge needed to be successful in a competitive marketplace. In this course, you'll learn how to make a great impression and use active listening skills to connect with your customers. You'll also learn how restating your customers' needs can help you provide them with better customer service. After completing this course, you'll inspire the confidence needed to make the sale.

You may be tempted to immediately reply to a social media post, text message, or email that catches your attention or upsets you. But it's important to take time to pause before you type an emotionally charged response and send it. In this course, you'll learn strategies to help you avoid unintended consequences when you write texts, social media posts, and emails. You'll also recognize when it's best to not send a message at all.

As a leader focused on customer service, it is your role to determine how serving your customers supports the company's overall direction and strategy. By setting and leading the direction of customer service, creating accountabilities, and communicating this vision to others, you will be able to help your company achieve its goals and deliver long-term success. For this course you will focus on what you need to do as a leader to help shape and direct the customer service needs of the company.