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Introduction 2
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Introduction 04 minLecture1.1
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Quiz 1 4 questionsQuiz1.1
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Customer Service Representative(CSR) 2
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Customer Service Representative 09 minLecture2.1
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Quiz 1 5 questionsQuiz2.1
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Customer Service Analysis 2
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Terms in Customer Service analysis 08 minLecture3.1
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Quiz 1 5 questionsQuiz3.1
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Net Promoter Score 2
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How to calculate Net Promoter Score 04 minLecture4.1
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Quiz 1 5 questionsQuiz4.1
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Telephone Etiquette 2
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The right telephone etiquette 03 minLecture5.1
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Quiz 1 4 questionsQuiz5.1
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Troubleshooting and Escalation 2
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Steps Involved in escalating issues 07 minLecture6.1
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Quiz 1 4 questionsQuiz6.1
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Customer Complaint Resolution 2
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Conflict Resolution in customer service 05 minLecture7.1
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Quiz 1 4 questionsQuiz7.1
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Customer Service and Social Media 2
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Customer Service and online community management with social media 05 minLecture8.1
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Quiz 1 3 questionsQuiz8.1
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Building your Niche and monetizing Customer Relationship Management 2
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Closing curtains 06 minLecture9.1
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Quiz 1 1 questionQuiz9.1
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Customer Experience (CX) and Customer Feedback 2
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Customer Experience, Satisfaction and Feedback 11 minLecture10.1
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Quiz 1 5 questionsQuiz10.1
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Customer Service 2
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Customer Service 17 minLecture11.1
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Quiz 1 6 questionsQuiz11.1
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Real life Application: Zoho Desk 1
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Hands-On Practical of CRM with Zoho Desk 27 minLecture12.1
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33 Comments
Nice One
Good morning. I do not have any password to unlock the course. Try it again, it could be network error.
this video is private and i have to loggin, please why is that?
Great 👍🏼
Great
Wonderful ❤ ❤ ❤
Please after the introduction no more quiz or??
There are more videos after the introduction and there’s a quiz after each video
Great
Hi, customer retention is your ability to retain customers because you have gained their loyalty. Being cost effective means the ability to minimize spending to the barest minimum. Customer retention makes you cost ecfe because the money and time spent on advertising to a particular customer is implemented in doing other things. For instance, a customer that you have successfully retained will help you advertise to others. Also, if you have printed out flyers to share to customers, instead of giving to customers you have successfully retained, you can share to those customers whom you haven’t gained their trust(cost effectiveness).
Click on next and continue.
Great
Great
Great
Thank you
Hi, please refresh and try again
I mistakenly clicked on complete instead of next. Can I retake the quiz?
Hi, I don’t think so, but you can try.
hope I can always go back to the videos months even after the lessons have been completed
Yes, sure you can.
Alright, if you’re using the Mobile app, please switch and watch the videos on the web.
Hi Fibi, I would love more clarity on customer needs? I just started my course.
Hi, Customer needs are simply the specific requirements, desires, or expectations that customers have when purchasing a product or service. These needs are sometimes emotional or functional.
For example, if a customer wants to buy a smartphone the needs might include a long-lasting battery, a high-quality camera, a user-friendly interface, access to popular apps, and a durable design. By meeting these needs, a smartphone company can attract and retain customers.
Customer needs are usually said to be categorized into emotional needs and functional needs.
By emotional Needs, it means that this type of needs are related to the customer’s feelings, desires, and aspirations. Emotional needs are driven by a customer’s desire for a particular experience, status, or personal satisfaction. For example, a luxury car brand may fulfill a customer’s emotional need for prestige and social recognition.
Secondly, by functional Needs, they refer to the practical and tangible requirements that customers seek to fulfill. Functional needs are more focused on the product or service’s performance, features, and benefits. For instance, a customer purchasing a laptop may have functional needs for high processing speed, ample storage, and reliable performance for their work or leisure activities.
Completed
Beautiful
Please I’m try to click on the next topic but not coming up
Please refresh
Awesome !
Nice!
Well detailed