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IIC Ambassador Award
Introduction to IIC Ambassador Award
Overview of the IIC Ambassador Award
About Investor in Customers
Thinking about you, your role and your company
Understanding Customer Needs
The difference between customer service and customer experience
Knowing and understanding your customers
Active and effective listening and understanding
Anticipating needs
Understanding Customer Needs Summary
Your learning so far
Meeting Customer Needs
The power of words
The art of communicating
Gaining and using feedback
Customer ease
Meeting Customer Needs Summary
Your learning so far
Delighting Customers
How do you delight your customers?
Treating customers fairly
The customer is always right
It's not all about the sale
Delighting Customers Summary
Your learning so far
Engendering Loyalty
Keeping your customers
Building quality relationships
Being remarkable
Solving those problems/complaints
Engendering Loyalty Summary
Your learning so far
Service Recovery
What is Service Recovery
Your service action project
Final Knowledge Test
Final Knowledge Test
Final Submission
Congratulations on reaching the end of the course
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The difference between customer service and customer experience
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