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Customer service is crucial to the success of every business. Improving the quality of your customer experiences can give you a loyal customer base, spread the word about your stellar reputation, and ultimately increase your business revenues. High performing customer service representatives who consistently impress can get on the career fast track to supervisory and management positions.
In this online course, you will discover the 7 essentials to excellent customer service to maintain happy customers and clients who will never leave you for the competition.
- 22 practical tutorials.
- Learn why customer service is so important and the impact it has on your business.
- Understand how psychology plays a crucial role in providing excellent customer service.
- Create positive interactions and take responsibility for your customers experience.
- Engage with customers and actively listen to verbal and non-verbal cues.
- Develop loyal relationships by empathizing with your customers and building a rapport.
- Identify and resolve customer problems by catering to customer needs.
- Provide solutions that 'wow' customers and exceed their expectations.
Once enrolled, our friendly support team and tutors are here to help with any course related inquiries.
Why is Customer Service Important?
Distinguish Your Business
Customer service is one of the best ways to distinguish your company from your competition.
Video time: 03m 31s
Review Websites Are Everywhere
Most of your clients start their search for your business online and review sites can be a big part of that process.
Video time: 03m 35s
Customers Allow Your Business to Exist
Without customer appreciation, you cannot provide excellent customer service.
Video time: 05m 21s
The Psychology of Customer Service
Psychology of Your Company
Excellent customer service starts from the top down – it trickles down from leadership, core values and mission to culture, procedures and empowerment of employees.
Video time: 03m 57s
Psychology of Your Customers
You need to understand your customer’s psychology in order to provide them with excellent customer service.
Video time: 04m 20s
Psychology of You
Your psychology will determine your ability to deliver excellent customer service.
Video time: 06m 20s
Understanding in Customer Service
Questions lay the foundation for your interaction with the customer.
Video time: 04m 35s
You have to engage your customers and actively listen to what they are communicating.
Video time: 05m 13s
Verbal and Nonverbal Cues
This module covers what to look for with verbal and nonverbal cues to deliver excellent customer service.
Video time: 05m 12s
Response and Responsibility
Reassure the Customer
This section covers how to reassure the customer that you are taking excellent care of them.
Video time: 06m 00s
You will learn the importance of speed in responding to your customers.
Video time: 04m 07s
Here you will learn about positive communication and how to apply it to your customer service skills.
Video time: 05m 46s
Empathy in Customer Service
Put Yourself in Your Customer’s Shoes
You will discover how to trade places with your customer in making decisions that will impact the quality of your interaction with them.
Video time: 05m 15s
Recall a Similar Situation
You will discover how to relate with your customer and build rapport with them.
Video time: 02m 54s
Show Genuine Concern
You will learn how to create loyal customers through showing genuine concern for their needs.
Video time: 03m 01s
Clarify, Clarify, Clarify
Repeat the Request
This section covers the steps necessary to make sure your customer’s needs are being addressed and solved.
Video time: 03m 41s
Confirm the Customer’s Desired Outcome
This section will help you learn the skills to make sure you are providing excellent customer service by catering to the customer’s wants and needs.
Video time: 04m 09s
Repeat the Solution
This section will ensure that you are working to solve the customer’s actual problem, challenge or desire.
Video time: 02m 50s
In this section you will discover how to provide solutions that exceed your customers’ expectations.
Video time: 05m 44s
In this section you will learn why follow up is important in building a loyal customer base that will never leave you for the competition.
Video time: 05m 52s
Anticipate Customer Needs
In this section you will learn how to “Wow” your customers by providing services that serve them that they may not have even thought of yet.
Video time: 03m 09s
Evaluate Customer Experience
Evaluate the customer’s experience and look for ways to improve the service you provide.
Video time: 03m 19s