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E/LMS 103 Customer Service
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E/LMS 103
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◄ Click here to complete the Service Recovery and Customer Complaints topical assessment to test your knowledge on the topic.
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Customer Service Pre-Assessment
Introduction
Who are our Customers?
Customers are Important
Customers Expectations
How Customers Perceive Service
Service is Only as Good as the Customer’s Percepti...
The Service Formula
Customer Satisfaction
How Do Customers Rate Service Quality?
Where Do We Start?
Click here to complete the Understanding Customers and Customer Service topical assessment to test your knowledge on the topic.
Introduction
Positive Thinking for a Customer Service Mindset
Three Customer Service Mindsets
Phone-in Customers
Effective Telephonic Customer Interaction
Your Telephone Voice
The Greeting
Serving Phone-in Customers
Activity
Phone-In Customer Service Questionnaire
Walk-in Customers
Activity
Approaching the Customers Questionnaire
Identifying the Customer
Activity
Classification of Statement Questionnaire
Different Types of Customers
Serving Walk-in Customers
Treating Known Customers
Establishing Customer Needs
Listen
Activity
Listening Ability Questionnaire
How do you rate as a listener?
Asking Questions
Identify and Confirm the Need
Click here to complete the Service to Walk-In Customers topical assessment to test your knowledge on the topic.
Introduction
What is a Product
How to Tell Products from Services
Knowing your Products
Explaining a Specific Product or Service
Dealing with Enquiries
Reliability Questionnaire
Reliability Questionnaire
Effective Referral
Click here to complete the Addressing Customer Needs topical assessment to test your knowledge on the topic.
Introduction
Why Do Customers Complain?
What Do Customers Expect When They Complain?
Dealing with Complaints
Manage Emotions – Yours and Theirs
Handling of Dissatisfied Customers
Have a Feedback Loop
Provide Feedback to Customer Service Employees
Click here to complete the Service Recovery and Customer Complaints topical assessment to test your knowledge on the topic.
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