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Customer service is the assistance and advice provided by a company to its customers. Learn about different levels, methods, and metrics of customer service, as well as the role of AI and IoT in automation and productivity.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Customer success is a strategy to ensure customers achieve their desired outcomes with a product or service. It involves metrics, sub-functions, tools, and roles to enhance customer satisfaction and lifetime value.
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
Learn about the definition, types and comparison of services and manufacturing, and the six decisions made by service operations managers. An example of a service provided by an organization is a haircut, which is a high contact service that must be produced in the presence of the customer.
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Find out how to get live expert help with your AOL needs, from email and passwords, technical questions, mobile email and more. You can also access 24/7 phone support if you are a paid member by calling 1-800-827-6364.
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