1How to create a customer-centric organization?
28Face to face handling of conflicts
2First impressions: Things that help you to become winners in the service game
29Show empathy for another point of view
3Self-evaluation questionnaire
30Stop pretending everything is okay
4Service Excellence
31Look beneath the surface
5Building a winning service strategy
32Importance of mood effects
6Strategies for improving customer service skills
334 important facts of human interaction
7Implementing your Strategies
34Studies show that every human being has a different mindset that needs to be understood to avoid conflicts. These behaviors are categorized into 4 parts:
8Costs
35Getting in touch with your customers online
9Time
36Making your website attractive with professional website design
10Who is responsible for customer service strategy implementation in your organization?
37Email writing & etiquette
11Provide better services through Interviews, Focus groups, Questionnaires & Surveys
38Customer Relationship Management (CRM): Automating the personal touch
12Communicating the Results
39What is CRM?
13Training your employees to introduce changes in the organization: While designing your training programs, you must keep in mind the following factors:
40Benefits of CRM
14Rewards & Recognition
41Live chat software
15Body Language
42Live chat software
16On the phone
43Phone support
17Phone Tone
44Email
18Telephone Etiquette
45Knowledge base
19Tuning in with your customers
46Messaging apps
20Five timeless techniques to convert Service Excellence into Sales Success
47Video chat
21Things to do when you cannot say ‘YES’
48Mobile messaging
22Tackling difficult customers
49Meet customers on their own terms
23Bounce back initiative
50Make personalization possible
24Goodwill
51Invest in effective collaboration
25Tackling customer complaints
52Conclusion
26Conflicts with co-workers
5310 important don’ts of customer service
27Assert yourself
