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PD 110 - Customer Service Module 1: Defining Customer Service
Course Description
In this first module, we will investigate the psychology of customer service and delve into the customer's perspective. Next we will explore some traditional customer service principles and techniques that can be utilized in our day-to-day work environment. 
Course Objectives
By the end of this module, you will be able to:
  • Identify two primary goals of customer service (assistance and advice).
  • Identify what types of feelings and experiences motivate customers to return.
  • Identify two to three reasons why providing outstanding customer service is important.
  • Describe how the emotional impacts of service affect customer satisfaction.
  • Describe two examples of how customer service is demonstrated in your day-to-day work.
  • Identify the principles (or work habits) that must be are incorporated into our service.
  • Identify the customer interaction techniques that convert good service into outstanding service.
Chapters and Pages
 
- Welcome
- Learning Objectives
- Psychology of Customer Service
- Why Customers Need Us
- Why Customers Leave
- Customer Service in Action
- Service that Surpasses Expectations
- Module 1 Test
- Conclusion

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