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Author Toister, Jeff

Title Customer Service Fundamentals.[lynda.com electronic resource]

Publication Info. ©2014
Carpenteria, CA lynda.com, 2014.
QR Code
Playing Time 01:57:34
Note 03/06/2014
Contents Make your customers feel valued. Learn how to deliver outstanding customer service and keep them coming back to your business.
Performer Jeff Toister is a customer service expert and president of Toister Performance Solutions, Inc., a consulting firm that has helped companies improve customer service at the highest level for more than 20 years. His clients include Fortune 500 firms, midsize companies, municipal agencies, nonprofit organizations, and even small businesses like his local plumber. His innovative solutions have helped clients improve customer satisfaction, sales, and efficiency. Jeff is also the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees experience every day, Service Failure delivers straightforward solutions for overcoming these obstacles. He is also a nationally recognized employee training expert and was one of the first people to receive the Certified Professional in Learning and Performance (CPLP) certification from the American Society for Training and Development. He has spoken at conferences and events throughout the country and has even been featured in two advertising campaigns to promote the benefits of the CPLP certification. Jeff lives in California and serves clients throughout the United States.
Summary Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, author 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'll also share ways to find out what your customers really think about your service, and use their feedback to improve. This course qualifies for 1.75 Category A professional development units (PDUs) through lynda.com, PMI Registered Education Provider #4101.
System Details Latest version of the following browsers: Chrome, Safari,Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScriptand cookies must be enabled. A broadband Internet connection.
Indexed Term Streaming video
Business
Business Skills
Communication
Added Author lynda.com (Firm)
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