Effective Customer Service FLEXCAST
Available Until
Your Desk
2.0 Credits
Member Price $98.00
Non-Member Price $113.00
Overview
Customer service is essential to the welfare of a business, since happy customers will keep buying from the firm for years. In this course, we delve into several dozen customer service best practices, all designed to keep customers coming back. Without these practices, a business may have difficulty retaining customers and so will have a more difficult time maintaining adequate sales and profit levels.
Highlights
Effective customer service. The cost of a lost customer. Engage employees. Know the product. Collect information about customers. Get rid of the revenue-first mindset. The multi-lingual conundrum. Customer service metrics.
Prerequisites
None.
Designed For
CPAs, CFPs, and financial advisers.
Objectives
Identify the characteristics of customer churn. Specify when a business is in the best position to impress its customers. Identify the goals associated with customer service. Recall who should be responsible for the customer service function. Identify the ways in which the initial user experience with a product can be improved. Recall why collecting customer data can improve the customer experience. Specify how managers can work within an environment where customer service personnel are being empowered to make their own decisions. Specify the advantages of team-based customer service. Recognize best practices for the development of customer service scripts.
Preparation
None.
Notice
This is a FlexCast (no exam required) and may be viewed only Monday - Saturday, 5am - 5pm PT. You may take up to one year from the date of purchase to complete the course. Pause your FlexCast and resume at a convenient day during the hours above. Partial credit for 2+ credit courses: If you are unable to complete the course in one sitting, partial credit can be awarded (minimum of one credit). To earn the remaining credits, you must return later and start the course from the beginning. Use chat to ask questions of a subject matter expert during the program.
Leader(s):
Leader Bios
Steven Bragg, Western CPE
Steven M. Bragg, CPA, is a full-time book and course author who has written more than 70 business books. He provides Western CPE with self-study courses in the areas of accounting and finance, with an emphasis on the practical application of accounting standards and management techniques. A sampling of his courses include the The New Controller Guidebook, The GAAP Guidebook, Accountants’ Guidebook, and Closing the Books: An Accountant’s Guide. He also manages the Accounting Best Practices podcast.
Steven has been the CFO or controller of both public and private companies and has been a consulting manager with Ernst & Young and an auditor with Deloitte & Touche. He holds an MBA from Babson College, a Master of Finance from Bentley College, and a BA from the University of Maine (summa cum laude).
Non-Member Price $113.00
Member Price $98.00