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Customer Service (Videos): Getting to Know Your Customers

Total Time: 17 minutes

Summary: 
In order to have a successful service strategy, you need to get to know your customers well. You need to know who they are and what they need. By doing so, you can meet their expectations and turn them into repeat customers. During this program, you'll learn about customer's needs and influences on customer's perceptions. You'll also learn how to manage customer expectations and understand customer segmentation.

Topics: 
Introduction
Customer Needs
Customer Perceptions
Customer Expectations
Customer Segmentation
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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