After completing Customer Service: Defining Service the user should be able to:

	Define "customers" and "service"
	Gather repeat business
	Get the entire company involved in good service
	Create standards of customer service
	Define a business's customer segments

Understanding "Customers" and "Service"

	Define service
	Don't confine service
	Human to human
	Customers are not just "buyers"
	Service goes beyond "May I help you?"

Bringing the Customer Back

	Great expectations
	Defectionitis
	Repeats repeats repeats
	From their mouths to your wallet

Making the Mission a Priority

	Mission: mission
	Beyond greed: why service goes bad
	Costs and ambitions

Getting Everyone Involved

	The great debate
	Culture and style
	Make customer service everyone's job
	Make customer service part of pay

Service from the Top Down

	Management model
	Creating a culture of cooperation
	21 ways to know it's working

Creating Service Standards

	The "instant of absolute judgment"
	Standards to the rescue
	"SMARTS" service
	Using your "SMARTS"
	What should you standardize?

Implementing Service Standards

	Implementing standardized service
	Can you standardize "niceness?"

Customer Segments

	Exactly alike only different
	Divide and serve
	Why segment?
	Some are more equal than others

Segmenting Your Customers

	Slicing & dicing
	Fire some customers!

This course has the following features:

	Exercises that allow users to explore how a course topic applies to their own real-world situations
	A file containing the text of the exercises
	A glossary
	A Skill Assessment