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BA 212 Customer Service Essentials: Week 2 - Service Culture & Strategies

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Customer Service Essentials - Week 2: Required Readings

Customer service: Skills for success by Lucas, R.
Chapter 2: Contributing to Service Culture (60-102)
7 of the most important characteristics of great customer service
From Indeed
21 important customer service skills (with resume example) by Eads, A.
From Indeed

Suggested Readings

Customer service training 101 by Evenson, R
Chapter 1 – The Basics (19-37)
Building a customer service culture by Martinez, M.
Chapter One: Defining Customer Service
Customer service culture: 7 effective ways to build it [+ examples] by Riserbato, R.
From HubSpot
22 customer service skills for a positive customer experience by Stec, C.
From HubSpot
11 ways to deliver excellent customer service by Herrity, J,.
From Indeed
5 ways to create an exceptional customer service experience (& 4 mistakes to avoid) by Cohen, R.
From HubSpot
15 customer service strategies to help you deliver a 5-star experience by Expert Panel, Forbes Coaches Council
From Forbes

Required Videos

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