Total Time: 13 minutes

Summary: 
Without a cohesive strategy, customer service is just a slogan or platitude. Using a service management model, you can institute a customer service culture within your organization. During this program, you'll learn how the service management model is used. You'll also learn how to assess where you are now in terms of customer service delivery. In addition, you'll learn how to track your customers' interactions with your company.

Topics: 
Introduction,
Service Management Model
Assessing Customer Service
Service Cycle
Summary

Technical Requirements: 
P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.