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Focus on Customers
Section 1: Welcome
Course Introduction and Structure (3:39)
Section 2: Blue-Ribbon Service Overview
Section 2 Introduction (1:51)
Identifying Customers (1:31)
Origins of Blue-Ribbon Service (2:42)
Customer Expectations (0:39)
Section 2 Wrap Up (0:50)
Section 3: Being Reliable
Section 3 Introduction (1:33)
The Service Promise (5:01)
Broken Promises (3:43)
Section 3 Wrap Up (0:48)
Section 4: Being Responsive
Section 4 Introduction (1:16)
Setting Deadlines (2:38)
Demonstrating Responsiveness (3:00)
Section 4 Wrap Up (0:33)
Section 5: Providing Reassurance
Section 5 Introduction (1:06)
The Reassurance Factor (1:49)
Elements of Reassurance (3:46)
Applying the Elements of Reassurance (2:35)
Section 5 Wrap Up (0:45)
Section 6: Showing Empathy
Section 6 Introduction (3:14)
Empathy vs. Sympathy (2:12)
Practicing Empathy (2:05)
Section 6 Wrap Up (0:46)
Section 7: Producing Tangibles
Section 7 Introduction (2:22)
Tangibles vs. Intangibles (1:54)
Demonstrating Tangible Value (1:17)
Section 7 Wrap Up (0:55)
Section 8: People from Hell
Section 8 Introduction (1:52)
Understanding Their Game (2:15)
Winning the Game (2:33)
Problem People Types (5:46)
Section 8 Wrap Up (0:45)
Section 9: Next Steps
Section 9 Introduction (0:55)
Course Review (1:50)
Your Strengths and Opportunities (1:43)
Section 9 Wrap Up (0:53)
Your Strengths and Opportunities
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