Indiana University
Customer Service
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Welcome to Customer Service training!

This tutorial introduces you to the basics of quality customer service. It will take you approximately 20 minutes to complete.

The sequence of topics is listed below. After you’ve completed the tutorial, you will be able to review the topics in any order. For now, you must go through the topics in sequence.

Customer Service Tutorial contents

  1. Introduction
    1. Why Does Customer Service Matter?
      1. To University Libraries
      2. To your department
      3. To your customer
      4. To you
    2. Who are your customers?
  2. What is Quality Service?
    1. Meeting and exceeding customer expectations
    2. Examples of customer's expectations of you
    3. How do you know what the customer's expectations of you are?
    4. Ask questions
    5. How can you make a difference?
  3. Providing quality customer service
    1. Customer Service consists of
    2. How do you give quality customer service
      • 10 Golden Rules
  4. Conclusion


 © Tutorial content & images courtesy of Indiana University