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007 Understanding how 'icebergs' can sink your service.mp4
27.19MB
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024 Exploring the escalating costs of service failure.mp4
25.12MB
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005 Setting customer service goals.mp4
23.89MB
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012 Understanding why serving customers is hard.mp4
23.69MB
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013 Exploring how incentives can hurt service.mp4
23.58MB
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026 Exploring the manager`s paradox.mp4
23.2MB
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010 Responding to online complaints.mp4
22.15MB
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023 Getting first-contact resolution.mp4
22.14MB
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011 Improving service quality.mp4
21.95MB
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020 Managing multiple service channels.mp4
21.9MB
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014 Fixing broken service systems.mp4
21.79MB
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008 Learning why customers don`t complain.mp4
21.38MB
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003 Creating a customer service vision.mp4
20.58MB
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009 Exploring the voice of customer feedback.mp4
20.08MB
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021 Scheduling customer service employees.mp4
19.05MB
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017 Putting customer value first.mp4
19.02MB
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015 Empowering employees.mp4
18.83MB
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018 Balancing speed and quality.mp4
17.99MB
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022 Connecting service to the bottom line.mp4
17.65MB
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025 Making a business case to invest in service.mp4
17.58MB
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004 Developing service standards.mp4
17.24MB
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019 Developing your service channels.mp4
16.01MB
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016 Helping employees prioritize great service.mp4
14.33MB
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006 Aligning the team around outstanding service.mp4
14MB
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027 Getting your team obsessed with service.mp4
12.53MB
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002 What to know before watching this course.mp4
11.15MB
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001 Welcome.mp4
7.45MB
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Exercise Files/04_03_ Service Channels Worksheet.pdf
60.51KB
Exercise Files/00_02_ Learning Plan Worksheet.pdf
53.06KB
Exercise Files/01_03_ SMART Goals Worksheet.pdf
32.42KB
Exercise Files/06_02_ Customer Service Resource List.pdf
31.68KB
Exercise Files/01_04_ Alignment Check Worksheet.pdf
31.04KB
Exercise Files/02_02_ Complaint Obstacles Worksheet.pdf
30.04KB
Exercise Files/02_05_ Service Quality Improvement Worksheet.pdf
29.78KB
Exercise Files/05_03_ Service Failure Cost Worksheet.pdf
29.27KB
Exercise Files/01_01_ Customer Service Vision Worksheet.pdf
29.22KB
Exercise Files/05_01 Business Linkage Worksheet.pdf
28.36KB
Exercise Files/03_03_ Service Systems Worksheet.pdf
27.61KB
Exercise Files/04_02_ Numbers Game.pdf
16.98KB
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