Catalog Search Results
Author
Publisher
linkedin.com
Pub. Date
2017.
Language
English
Description
Learn techniques for providing outstanding customer service inside your company. Explore how to develop positive workplace relationships and solve problems quickly and effectively.
There are many similarities between internal and external customer service?both require helpfulness, empathy, and resourcefulness. What distinguishes internal customer service is that it primarily involves serving coworkers at your company. Companies today recognize that...
Author
Publisher
linkedin.com
Pub. Date
2013.
Language
English
Description
Discover how to chart your team on a course to focusing on the customer, with three no-nonsense tips.
What do great companies have in common? Great customer service. Discover how to chart your team on a course that focuses on the customer, with three no-nonsense tips. Jeff Toister discusses how to set a direction, create mile markers, and course correct when things get off track.
Author
Publisher
linkedin.com
Pub. Date
2015.
Language
English
Description
Learn how to design and implement customer service surveys, and turn the data into actions that can improve service quality.
Customer surveys are rich sources of information and essential guides to areas where customer service teams can improve their focus. In this course, Jeff Toister provides step-by-step instructions for designing and implementing effective surveys and analyzing the results. He'll give you tips on increasing response rates, writing...
Author
Publisher
linkedin.com
Pub. Date
2014.
Language
English
Description
Make training successful for adult audiences with these instructional design best practices and techniques.
Adult learners have specific needs that have to be considered during the instructional design process. In this course, one in a series on instructional design, Jeff Toister explores the best practices and techniques that will help designers work with, and train, adult learners. Explore the theory behind adult learning, discover techniques to...
Author
Publisher
linkedin.com
Pub. Date
2016.
Language
English
Description
Learn how to manage customer expectations so customers leave satisfied and keep coming back.
Today's customers expect a lot. Customer service expert Jeff Toister helps frontline employees identify where they can manage the expectations of customers to avoid upsetting them down the line. Specifically, how to avoid situations where unreasonable expectations might develop, and how to choose the right language to educate customers and explain potential...
Author
Publisher
linkedin.com
Pub. Date
2016.
Language
English
Description
Learn how to identify and address the unique challenges posed by serving customers over the phone.
Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last,...
Author
Publisher
linkedin.com
Pub. Date
2016.
Language
English
Description
Learn to identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.
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...
Author
Publisher
linkedin.com
Pub. Date
2018.
Language
English
Description
Discover how to get your employees obsessed with customer service. Create a customer-centric culture that keeps the customer experience at top of mind.
What do great companies have in common? They have a customer-centric culture that makes employees obsessed with the customer experience. Discover how to get your team excited about customer service, with these practical tips from expert Jeff Toister. Jeff explains how to create a vision that gets...
Author
Publisher
linkedin.com
Pub. Date
2016.
Language
English
Description
Learn how to design and implement an onboarding process that will train new hires and set up employees for long-term engagement and growth.
The first step in converting a promising job candidate into a successful employee lies in your organization's onboarding process. How can you improve an employee's first days and weeks on the job? How can you create long-term employee engagement and growth? How do you make sure onboarding is consistent from team...
Author
Publisher
linkedin.com
Pub. Date
2018.
Language
English
Description
Learn the secrets to consistently get great customer service.
Great customer service often comes down to an interaction between two people: the employee and the customer. By becoming the type of customer who employees will go out of their way to serve, you can consistently get better service. And as you learn to get great service, you can also develop valuable skills to help you serve your own customers at a higher level. In this course, Jeff Toister...
Author
Publisher
linkedin.com
Pub. Date
2018.
Language
English
Description
Make your customers feel valued. Learn practical techniques for delivering outstanding customer service and increasing customer loyalty.
Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, writer 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...
Author
Publisher
linkedin.com
Pub. Date
2014.
Language
English
Description
Learn how to conduct a needs analysis that will inform your instructional design process.
Need to understand the training requirements of your learners? A needs analysis is the first step of any ADDIE-aligned instructional design process. Join Jeff Toister in this installment of Instructional Design Essentials and learn the three-step process to conducting a needs analysis that will accurately capture and define the goals of your project. Jeff brings...
Author
Publisher
linkedin.com
Pub. Date
2015.
Language
English
Description
Get proven techniques for neutralizing angry customer behavior as well as preventing it from occurring in the first place.
More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course reveals proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers...
Author
Publisher
linkedin.com
Pub. Date
2017.
Language
English
Description
Discover how to design and deliver training programs that engage learners and help them quickly develop new skills.
An effective training program helps to accelerate an employee's professional development and prepares them to excel in their role. In this course, corporate training expert Jeff Toister explains how to design and deliver training programs that engage learners and help them quickly develop new skills. Jeff walks through the ADDIE model...
Author
Publisher
linkedin.com
Pub. Date
2015.
Language
English
Description
Discover how to lead customer service teams to excellence and greatness.
Secrets to managing customer service teams are revealed in this course by customer service expert Jeff Toister. Learn what separates great service from poor service, and how to set service team goals. Find out how to set up a team and customers for success, explore smart ways to measure service levels, and learn about the true cost of poor service. Plus, explore ways to optimize...
Author
Publisher
linkedin.com
Pub. Date
2016.
Language
English
Description
Determine the ROI for learning. Learn how to measure the learning effectiveness of your class or training program using popular training evaluation models.
Determine the ROI for learning. Discover how to evaluate whether learning objectives are being met in your organization. In this course, Jeff Toister explores several popular models for determining the effectiveness of a class or training course, and provides a framework for applying these models....
Author
Publisher
linkedin.com
Pub. Date
2016.
Language
English
Description
Improve service quality by learning how to better understand customer needs, influence customer perceptions, and build teamwork.
Help customer service teams unlock hidden potential and take customer service to new levels. In this course, designed to benefit managers and frontline employees alike, instructor Jeff Toister shares research and offers insight into what elite customer service professionals know and do, and discusses the two basic needs...
Author
Publisher
linkedin.com
Pub. Date
2015.
Language
English
Description
Discover simple solutions to instantly improve customer service.
Whether it's an individual employee or an entire team that is underperforming, there are often simple solutions that will instantly improve customer service. Unfortunately, many managers don't know where to look. In this short course, expert Jeff Toister provides step-by-step instructions for solving many common customer service problems, including chronic complaints, slow service,...
Author
Publisher
linkedin.com
Pub. Date
2018.
Language
Portuguese
Description
Este curso apresenta pesquisas inovadoras para elevar o atendimento ao cliente a um novo patamar.
Quando se trata de oferecer um ótimo atendimento ao cliente, as empresas muitas vezes esperam que seus funcionários pensem fora da caixa. Os gerentes e os funcionários da linha de frente, por sua vez, muitas vezes desejam aprender novas técnicas para melhorar a avaliação do atendimento ao cliente. Este curso apresenta pesquisas inovadoras...
20) 管理客户服务团队
Author
Publisher
linkedin.com
Pub. Date
2019.
Language
中文(繁體)
Description
了解如何领导客户服务团队走向卓越。
在本课程中,作家兼客户服务专家杰夫·托斯特将与你分享他多年从事客户服务相关工作的经验,揭示管理优秀客户服务团队的秘诀。他将带你了解如何通过服务标准和团队目标定义卓越服务,如何引入数据和指标来评估服务质量,如何确定可能导致服务失败的障碍,如何优化渠道以提供更快、成本更低且更好的服务,如何制定令人信服的商业论证计划,以及如何合理计算糟糕服务的真实成本。另外,他还会分享一些技巧和方法,让团队能够专注于提供卓越客户服务。...
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