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Delivering Top Customer Services in the Financial Services Businesses
Introduction to Customer Service
Segment - 01 - Introduction to Customer Service (7:49)
Introduction to Customer Service (Slides)
Segment - 02 - Relationship between Sales and Service (8:41)
Relationship between Sales and Service (Slides)
Segment - 03 - Why Customer Service is so Important (10:37)
Why Customer Service is so Important (Slides)
Segment - 04 - Five Levels of Business Customer Service Part 1 (9:37)
Five Levels of Business Customer Service Part 1 (Slides)
Segment - 05 - Five Levels of Business Customer Service Part 2 (6:21)
Five Levels of Business Customer Service Part 2 (Slides)
Segment - 06 - Five Levels of Business Customer Service Part 3 (10:31)
Five Levels of Business Customer Service Part 3 (Slides)
Providing Great Customer Service
Segment - 07 - Key Factors in Customer Service Excellence (9:46)
Key Factors in Customer Service Excellence (Slides)
Segment - 08 - Customer Loyalty (8:29)
Customer Loyalty (Slides)
Segment - 09 - Rules to Great Service (15:31)
Rules to Great Service (Slides)
Segment - 10 - Key Characteristics of Delivery (8:29)
Key Characteristics of Delivery (Slides)
Segment - 11 - Evaluating Yourself and Your Company (9:30)
Evaluating Yourself and Your Company (Slides)
Segment - 12 - Evaluating Your Service Attitude (10:04)
Evaluating Your Service Attitude (Slides)
Segment - 13 - Powering a Service Culture (11:39)
Powering a Service Culture (Slides)
Segment - 14 - Personal Primers (7:34)
Personal Primers (Slides)
Segment - 15 - Steps to Great Customer Service (6:42)
Steps to Great Customer Service (Slides)
Problem Resolution
Segment - 16 - Problem Resolution Process (5:28)
Problem Resolution Process (Slides)
Segment - 17 - Principles for Managing Negative Relationships (11:29)
Principles for Managing Negative Relationships (Slides)
Segment - 18 - Steps to Resolving Negative Situations/Review (7:06)
Steps to Resolving Negative Situations/Review (Slides)
Rules to Great Service (Slides)
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