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E21 – Customer Service



Customer service is a badly neglected service area that can be an important differentiation for your products and services, whether offered in a physical location or over the internet. The techniques are those used by major American firms, but applicable around the world, and should even be used at outsourced locations. Customer service also has a major role in product and service innovation, because of the customer interfaces that should be practiced every in your organization. In this course, you will learn what the basics of customer service are, and more advanced techniques, such as customer dispute resolution and evaluation techniques for your customer service representatives. You will also learn how CSRs can be your front-line for innovation.


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