This course provides information on managing service employees in ways that enhance the quality of customer service.
Objectives:
Explain why customers move their business from one company to another
Set effective service standards
Motivate employees to provide their best customer service
Topics:
Defectionitis
The Instant of Absolute Judgment
Standards to the Rescue
Motivating Service Providers
Technical Requirements:
Minimum 500MHz Processor; 128 MB RAM; Minimum display resolution 800x600; Windows 2000, XP, Vista, 7 or Mac OS X v10.4+; Internet Explorer 7.0+ or Firefox 3.0+ or Chrome 3.0+ or Safari 4.0+. 56K minimum connection; Adobe Flash Player 9.0+ or Windows Media Player 9.0+ for IE users who do not have Adobe Flash Player; JavaScript, popup windows and cookies enabled; Sound card with speakers or headphones strongly recommended.
