4.50 (14 reviews)
☑ The basics of Customer Service.
☑ Customer Service Skills
☑ The outcomes of good service vs poor service
☑ Golden rules of great service
☑ Turning negatives into positives
☑ Moments of Truth
This course looks at the basics of Great Customer Service and how that can lead to greater success for your business with less reliance on paid advertising and marketing. We look at the definition of Customer Service, the different outcomes that great service or poor service can lead to, and some simple ideas and examples to help you start thinking about how you can improve the service to your customers and prospective customers.
The course starts with an examination of what customer service means, we then look at the outcomes of great service vs poor service before moving on to some basic golden rules and some thinking points for you to focus on. We also look at what happens when things go wrong, why simply offering a refund is not always the best way of handling a tricky situation - how do you take a customer complaint and turn it into a way to build better relationships with your customers? Service should be at the very heart of your business, it's something that is 100% in your control. We look at and test your Moments of Truth and find out what they mean to your customers.
This is a conversational course at a beginner level which may also be worth revisiting for more experienced professionals. It's my hope that everybody comes away from this with at least one thing that they take on and use for the rest of their career and that by improving your service you develop yourself as well as your businesses.
I hope you enjoy the course....remember.....the key to great service is consistency!
What is Customer Service?
Why is Customer Service so Important?
Why is Service so Important?
The Benefits of Great Service
The Dangers of Poor Service
The Golden Rules of Great Service
Never Make False Promises
Make the Customer Feel Special
Put Yourself in Their Position
Ask for Feedback
Never Forget This One
When Things Go Wrong
Offer Solutions, Not Problems
Moments of Truth - Where Service Becomes a Marketing Tool
Maximising Your Moments of Truth
It's Over to You...