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Customer Service (Videos): Building Customer Loyalty

Total Time: 13 minutes

Summary: 
Customers expect and even demand excellent customer service. In exchange, they will give you their undying customer loyalty. This program will help you learn the difference between customer satisfaction and customer loyalty. You'll also learn techniques to improve customer service and how to close the gap between customer satisfaction and customer loyalty.

Topics: 
Introduction
Building Customer Loyalty
Customer Satisfaction vs. Customer Loyalty
The LAST Model
Understanding Customers
Closing the Gap
Summary

Technical Requirements: 
P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.

 
   
 
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