Customer Service Fundamentals

There is no such thing as a job today that isn't service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business.

Business | core | 2 hours 45 minutes |   Published: Aug 2019
In partnership with:  Coursera

Overview

1.3KSTUDENTS*
95.9%RECOMMEND*

This course includes:

  • 2+ hours of on-demand video
  • 3 modules
  • Core level
  • Direct access/chat with the instructor
  • 100% self-paced online
  • Many downloadable resources
  • Shareable certificate of completion

There is no such thing as a job today that isn't service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business. This course covers the following topics: 1. Customer Service Overview 2. What is Customer Service? 3. Why is it More Important Than Ever? 4. How it Applies to Every Business 5. Five Service Levels of Companies 6. Key Factors 7. Rules of Great Service 8. Getting to High Service Levels 9. Evaluate Yourself/Evaluate Your Company 10. Powering a Great Service Culture 11. Case Study: Starbucks 12. Personal Primers 13. Steps to Great Customer Service 14. A Deeper Look at Managing Negative Customer Service Engagements 15. The Review/Take-aways

Skills You Will Gain

Client First
Customer Focus
Service Levels

Learning Outcomes (At the end of this program you will be able to)

  • Appreciate the true value of positive customer service at every level of an industry
  • Understand the rules of great customer services
  • Deliver outstanding customer service
  • Manage and deal with both positive and negative feedback experiences
  • Evaluate yourself and your business to determine the key wins required to deliver the customer service possible

Prerequisites

  • Knowledge of the English language.

Who Should Attend

  • All levels of participants are encouraged to Attend this course

Curriculum

1Welcome!

About this course: Overview, Learning Outcomes, Prerequisites & Target Audience

Course Trailer

Instructor Bio: Xavier Jenkins

Key pointers for success in this course

2Introduction to Customer Service

Introduction to Customer Service

Introduction to Customer Service (Slides)

Relationship between Sales and Service

Relationship between Sales and Service (Slides)

Why Customer Service is so Important

Why Customer Service is so Important (Slides)

Five Levels of Business Customer Service Part 1

Five Levels of Business Customer Service Part 1 (Slides)

Five Levels of Business Customer Service Part 2

Five Levels of Business Customer Service Part 2 (Slides)

Five Levels of Business Customer Service Part 3

Five Levels of Business Customer Service Part 3 (Slides)

3Providing Great Customer Service

Key Factors in Customer Service Excellence

Key Factors in Customer Service Excellence (Slides)

Customer Loyalty

Customer Loyalty (Slides)

Rules to Great Service

Rules to Great Service (Slides)

Key Characteristics of Delivery

Key Characteristics of Delivery (Slides)

Evaluating Yourself and Your Company

Evaluating Yourself and Your Company (Slides)

Evaluating Your Service Attitude

Evaluating Your Service Attitude (Slides)

Powering a Service Culture

Powering a Service Culture (Slides)

Personal Primers

Personal Primers (Slides)

Steps to Great Customer Service

Steps to Great Customer Service (Slides)

4Problem Resolution

Problem Resolution Process

Problem Resolution Process (Slides)

Principles for Managing Negative Relationships

Principles for Managing Negative Relationships (Slides)

Steps to Resolving Negative Situations/Review

Steps to Resolving Negative Situations/Review (Slides)

Instructors

Xavier Jenkins

Xavier Jenkins

With a distinguished career as a Strategic Sales and Business Development Leader, I have honed my expertise in driving sales strategies and launching innovative products and companies. My experience spans from crafting and executing programmatic sales initiatives to developing high-impact strategies for both startups and established organizations. I am adept at leveraging advanced sales methodologies, including Header Tag and Server-to-Server (S2S) partnerships, to forge impactful connections between publishers, ad buyers, and adtech partners. Throughout my career, I have demonstrated a remarkable ability to close multimillion-dollar deals and secure high-value contracts in SaaS, ERP, and data solutions. My strategic acumen is reflected in my successful track record with industry giants such as NPR, The Washington Post, and Bloomberg, as well as in my significant contributions to emerging technologies. I am skilled in consultative sales, CRM, territory management, and team leadership, which have enabled me to build robust sales pipelines and deliver substantial revenue growth. My commitment to transforming sales landscapes is evident through my achievements in enhancing business processes and driving adoption of groundbreaking technologies. Notable accomplishments include delivering extensive programmatic partnerships, leading teams to achieve impressive sales milestones, and creating successful verticals for emerging products. My strategic vision, coupled with a relentless work ethic and creative energy, consistently positions me as a key driver in achieving sales excellence and strategic growth.

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