Brilliant Customer Service: How to Impress your Customers!

Enhance your customer support and truly differentiate yourself from your competition!

4.64 (13612 reviews)
Udemy
platform
English
language
Communications
category
instructor
27,653
students
1.5 hours
content
Nov 2015
last update
$59.99
regular price

What you will learn

Acquire and immediately implement strategies that will ensure high quality customer service

Enhance their people skills in a way that will truly differentiate them from the competition

Handle any complaints they receive

Deal with difficult or angry customers

Description

The course is aimed at providing you with the opportunity to enhance your people skills in a way that will truly differentiate you from the competition. We will explore different models of high quality customer service, strategies to improve your skillsets, and tactics that your customer service representatives (CSRs) can easily acquire and implement immediately. Furthermore, you will learn how to handle any complaints you receive in a totally professional manner.

You will be introduced to the benefits of customer relationship management (CRM) and will learn how it can become the vehicle that drives up your standards of service.

The most important elements of the course include:

  • Face-to-face contact with your customers
  • The most effective use of telephone, email and CRM in the communication process
  • How to deal with difficult or angry customers
  • Liberating your front line people so that they can truly enjoy the customer experience

The course is designed for the following groups of people:

  • Those who need to make strategic decisions about how their customer service levels need to be adjusted
  • Those in the front line of customer service
  • Customer service relationship managers
  • Everyone involved in relationship development and client acquisition


Mr. Hunt’s style is often described as ‘inspirational’. His goal is to always create positive change in people with whom he works. He has significant experience in successfully operating at all organizational levels—from the induction phase, through first line management, and right up to board level. Additionally, he is able to strike the appropriate level of debate on every occasion.

Mr. Hunt is the MD and principal facilitator of UK Seminars. His work is well known in many countries, e. g., in Europe, in the USA, in the Middle East, and in India. His delegate evaluations are excellent, averaging 9.0 on a 10 point scale.

Content

Brilliant Customer Service

Course Overview: Brilliant Customer Service
The Main Idea of Brilliant Customer Service
The Main Idea of Brilliant Customer Service
Face to Face with our Customers
Face to Face with our Customers
Communication Processes in Customer Service
Communication Processes in Customer Service
Dealing with Difficult or Angry Customers
Dealing with Difficult or Angry Customers
Strategy for Brilliant Customer Service
Strategy for Brilliant Customer Service

Screenshots

Brilliant Customer Service: How to Impress your Customers! - Screenshot_01Brilliant Customer Service: How to Impress your Customers! - Screenshot_02Brilliant Customer Service: How to Impress your Customers! - Screenshot_03Brilliant Customer Service: How to Impress your Customers! - Screenshot_04

Reviews

Gillian
October 27, 2023
Me fascina la manera en la que comunica las ideas, es perfectamente una explicación clara y concisa, sintonizada con el objetivo de demostrar que la forma de comunicar y como manejes el lenguaje, puede destacar o no tus habilidades. Muy agradecida con el conocimiento adquirido.
Nomfundo
October 22, 2023
Definitely added a lot to my customer service knowledge , now i will ngo back to my workplace and implement the knowledge.
Junior
October 21, 2023
this course has taught me that sometimes its not about thinking that the customer is offending ME but that they are just venting to the person who represents the company. once we change our mindset and think brilliant customer service, our service will show
Raoul
September 27, 2023
it actually gives examples 'How' one can do 'Better', should you which to be a vehicle of Change - in giving 'Brilliant' customer Service
Donna
August 20, 2023
This is the perfect match for me! A lot of the tips that Tony gives are things I try to implement now with my customers.
Kathleen
July 13, 2023
Takeaways for me: " angry emails are angry forever, even when you are no longer angry." Treat employees as customers Dont take angry customers personally unconscious incompetence
Sarah
June 21, 2023
I feel like this training provided way to much information in a short period of time, they provided many lists to make it easier to remember, but there were so many with so much information it was hard to retain.
Jorge
June 19, 2023
Absolutely, a good match. Detailed information about customer service. Very easy to grasp and to keep on hearing.
Adam
June 14, 2023
Good customer service help the organization to retain the customer base leading to competitive advantage
KAJAL
June 9, 2023
Yes, this course helps in allowing the individual to have a direction in thinking logically when dealing with a client
Jacqueline
June 7, 2023
Yes I enjoyed the course and agree 100% that customer service is very important and all staff needs to understand that.
Elvis
June 6, 2023
I absolutely enjoyed the course and the instructor presentation was great. The concept of the CRM and the NORSTRUM INVERTED PYRAMID was well grasped.
Meredith
May 26, 2023
I think this would be a terrific course for front-line customer service people (like in retail or call centers), but it doesn't translate as well to service delivered in more complex client-consultant type relationships. Good content that just didn't translate well to my work environment.
Stephanie
May 24, 2023
It has been a good match! In my own retail experience I can attest to the idea that the upside-down pyramid approach is better than the alternative and more common experience.
Audra
May 19, 2023
I've been trying to find a course for my staff on customer service, but this is definitely geared towards managers and up who have the ability to restructure and make major changes within an organization. Even though the description says it is also for "Those in the front line of customer service" I would not consider that to be accurate. If you are a manager, owner, or someone empowered to make meaningful changes then this is a course you would want to take.

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Related Topics

672290
udemy ID
11/17/2015
course created date
11/23/2019
course indexed date
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course submited by