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OnDemand Course

The Dark Side of Customer Service

Customer service has its ups and downs, learn and understand how to make the best out of the customer service experience and how to avoid the "dark side" of customer service.

Customer Service is the nexus for sales and marketing to gel in order to create a profitable organization. The organization exists because of the customer. Without them the lights do not operate, employees are unpaid and brand does not prosper. Unfortunately, so many organizations miss the mark on this crucial business point. Many leaders talk about important aspects of customer service but are you aware there is a dark side? Are you aware of the issues that no one seems to talk about at the water cooler or in the breakroom? Schedule a few moments of your day and invest time understanding the "Dark Side of Customer Service". Come on this journey and explore the secrets and issues no one really discusses. Invest time understanding the issues to help your company overcome issues and create new opportunity. Working customer service like a gourmet meal. You have to have the right ingredients that quickly harmonize with each other. The ingredients include the proper organizational culture, structures that support clients and mechanisms to ensure the proper experience. When you eat at a great restaurant you exclaim it to others. When you have a bad meal you also do the same. The dark side of customer service shares the stories that break an organization, ruin brand and harm future revenues. Take a few moments of your day to understand the issues, make changes in your company and create a bright and everlasting future.

70 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Customer Service - the Good, the Bad, the Ugly, the Dark Side

Hidden Facts No One Discusses and How to Help Your Company

Something to Consider - Does Your Product/Service Stand on Its Own?

Customers - You Need Them yet You Want to Kill Them or Is There Another Way?

Customer Touch Points and Pathway - Do You Have One?

Are You Aware of Your Customers Power?

Hiring the Problem Child - or Is It?

One the Cusp of Value, Ethics and Integrity

Best Practices for Creating Customer Culture

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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on July 11, 2019.

Call 1-866-352-9540 for further credit information.

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.0
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Drew Stevens, Ph.D.

Drew Stevens, Ph.D.

Stevens Performance Group

  • International financial educator for individuals seeking to optimize and understand retirement
  • Works with individuals that grapple with finances and transforms them into wealthy professionals with the liquidity and lifestyle they desire to live with profound longevity to create a legacy
  • History on Wall Street, gaining a vast knowledge of financial markets and 37 years of experience enabling him to create a holistic plan for every individual, helping to maximize income and mitigate risk while never running out of retirement money
  • Well-known international keynote speaker, workshop provider, and media host
  • Author of 14 books (his latest, Understanding Social Security) and over 5,500 articles to stimulate others to increase their knowledge and awareness of the financial markets
  • Holds licenses in seven states enacting as a fiduciary for his clients
  • NSSA certified
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman

All of your training, right here at Lorman.

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  • State Specific Credit Tracker
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Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 406113
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