Providing Legendary Customer Service
Providing Legendary Customer Service
What you’ll learn
Skills you’ll gain
When implementing a strategy for providing Legendary Customer Service, it can be easy for leaders and their teams to focus solely on the customer. In this course, seasoned customer experience professional, Brett Frazer, shares why focusing on the customer is just one of the three required fundamentals to provide truly sustainable legendary customer service. In addition to lessons outlining what focus areas are essential to service your customers, he also shares why it is imperative to develop strategies to serve both your employees, and your organization. Each lesson provides practical approaches to ensure your customers keep coming back, your employees thrive, and your organization gains incremental and lasting value from your work.
Syllabus
Download syllabus-
1
Intro to customer service Customer service helps you attract and maintain customers. After watching this video you'll be able to describe what customer service is. 2m
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2
Demystify customer expectations Knowing what will make your customers happy is vital to providing exceptional customer service. 2m
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3
Identify customer support channels The days of customer service just by phone and email are behind you. 2m
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4
Measure customer service quality Knowing your customers' expectations is only half of the recipe - you also need to have an effective method to measure your customer service quality. 3m
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5
Define customer personas No customers are exactly the same, but many customers have similar attributes. 3m
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6
Analyze customer service engagements Customer service is more than just assisting customers with an answer. 4m
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1
Define servant leadership Understanding servant leadership is critical to providing legendary customer service. 3m
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2
Evaluate your recruiting strategy Agent retention and happy customers start with recruitment. 3m
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3
Support your agents Supporting your agents provides the foundation for agent success. 3m
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4
Coach for success When serving your employees, it's important to implement a coaching for success mentality which will lead to continuous improvement at the micro level. 2m
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1
Manage your reputation Your brand's reputation is on the line. 2m
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2
Retain your customers There are real costs to losing customers. 3m
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3
Shift your mindset Moving customer service beyond the perception of a cost to your organization is to key to making a change. 3m
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4
Align to organizational outcomes Successful customer service organizations align their outcomes to organizational outcomes. 2m
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5
Map the customer journey Customer Service exists throughout the entire customer journey. 3m
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6
Reframing customer contact data There is no such thing as "Customer Service Data'. 3m
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7
Drive continuous improvement In order to sustain your customer service success, it's critical to implement a product/ service continuous improvement mindset in your organization. 3m
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1
Provide legendary customer service Thank you for watching this course! 1m
Certificate
Certificate of Completion
Awarded upon successful completion of the course.
Instructor
Brett Frazer
Brett is a Customer Experience and Business Development Executive, with 24 years in customer experience, leading teams and organizations delivering world-class operations. As the Lead Consultant for Arise Virtual Solutions' Customer Engagement and Experience consulting, he enables organizations at any stage and vertical to deliver value to their customers and employees through intentional customer engagements.
He is also a Co-Founder of Service Matters LLC, a Customer Experience Think Tank, and developer and author of “The 5 As of Successful Customer Engagement”, the Next Generation Human Interaction Framework (TM).
Brett Frazer
Customer Service Expert and Leader
Accreditations
Link to awards
How GoSkills helped Chris
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