| Playing Time |
00h:26m:16s |
| Description |
data file rda |
| Note |
7/14/201612:00:00AM |
| Summary |
Learn to identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable. |
| Cast |
Presenter: Jeff Toister |
| Summary |
Customer service managers may not be on the front lines, but they can create systems and processes that help ensure that the organization's service promises match what it actually delivers. Customer service expert Jeff Toister helps managers identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable. He explains how to perform a marketing and communication audit to find out whether your company's messaging matches what it is delivering. Then learn how to use data (such as surveys and product returns) to identify areas where service is routinely falling short. Last, he helps you uncover opportunities to reinforce appropriate expectations with customers, including response time expectations for various service channels (phone, email, and social media). |
| System Details |
Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScript and cookies must be enabled. A broadband Internet connection. |
| Added Author |
linkedin.com (Firm)
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