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Overview
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.
Highlights:
- 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.
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Summary
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Syllabus
Why is Customer Service Important? Free Lesson
1
Distinguish Your Business
Customer service is one of the best ways to distinguish your company from your competition.
2
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.
3
Customers Allow Your Business to Exist
Without customer appreciation, you cannot provide excellent customer service.
The Psychology of Customer Service
1
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.
2
Psychology of Your Customers
You need to understand your customer’s psychology in order to provide them with excellent customer service.
3
Psychology of You
Your psychology will determine your ability to deliver excellent customer service.
Understanding in Customer Service Free Lesson
1
Intelligent Questions
Questions lay the foundation for your interaction with the customer.
2
Listen Intently
You have to engage your customers and actively listen to what they are communicating.
3
Verbal and Nonverbal Cues
This module covers what to look for with verbal and nonverbal cues to deliver excellent customer service.
Response and Responsibility
1
Reassure the Customer
This section covers how to reassure the customer that you are taking excellent care of them.
2
Respond Quickly
You will learn the importance of speed in responding to your customers.
3
Respond Positively
Here you will learn about positive communication and how to apply it to your customer service skills.
Empathy in Customer Service
1
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.
2
Recall a Similar Situation
You will discover how to relate with your customer and build rapport with them.
3
Show Genuine Concern
You will learn how to create loyal customers through showing genuine concern for their needs.
Clarify, Clarify, Clarify Free Lesson
1
Repeat the Request
This section covers the steps necessary to make sure your customer’s needs are being addressed and solved.
2
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.
3
Repeat the Solution
This section will ensure that you are working to solve the customer’s actual problem, challenge or desire.
Solutions
1
Expert Delivery
In this section you will discover how to provide solutions that exceed your customers’ expectations.
2
Follow Up
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.
3
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.
4
Evaluate Customer Experience
Evaluate the customer’s experience and look for ways to improve the service you provide.
