I am limited by You Tube to 15 minutes per video, thus all the lectures. Probably 15 minutes is what your brain cares to absorb at one sitting anyway.

With each lecture, find similar information covered by the Customer Service book and read those pages as well. When you register and pay for the certification you will get the book.

Customer Service Lecture 1
Why service matters, customer service, customer loyalty, lost customers (15 minutes)

Customer Service Lecture 2
Customer share, market share, engaging behaviors, personalities (12 minutes)

Customer Service Lecture 3
Corporate culture, unique companies, Zappos family cultures (14 minutes)

Customer Service Lecture 4
Listening skills, telephone courtesy (14 minutes)

Customer Service Lecture 5
Customer turnoffs (12 minutes)

Customer Service Lecture 6
Emerging trends, Zappos - our job is customer service (14 minutes)

Customer Service Lecture 7
Customer feedback, Net Promotor Score, feedback (12 minutes)

Customer Service Lecture 8
Potentially lost customers, customer recovery, customer retention, empathy (9 minutes)

Customer Service Lecture 9
Exceeding expectations with value, survey - the best and the worst companies (13 minutes)

Customer Service Lecture 10
Exceeding expectations, auditing corporate messages, efficiency, convenience (13 minutes)

Customer Service Lecture 11
Exceed expectations, emotional labor, time wasters, delegation (9 minutes)

Customer Service Lecture 12
Give great service, good managers (15 minutes)

Having finished these slides, your next step is to go to the testing portal by clicking here. There you will arrange for payment and take the test.

For information about the NECB college courses on this and other food service topics, please click here!