Customer Service Fundamentals.

This course was made easy to assimilate and relate to, I'll definitely use the new skills learnt to improve my relation with my company customers. Thank you.

Customer service consists of those policies, plans, and activities that govern how your organization interacts with your customers. Customer service is how your company interacts with its customers, both in daily transactions and also as a problem-solving solution when issues arise. It has a direct and meaningful impact on your company’s profitability as your customer service team serves as the front-line response to your customer’s needs and is crucial for long-term customer retention. In this fast-paced course, 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.

Yes it was exactly what I needed to know about customer service. I look forward to a good time learning.

I found the course enlightening. I hope to use what I have learnt in my dealings with external and internal customers.

The course wasn’t completing at first but this is me coming back to it like 3months later and it did complete. Overall the quality of the course is great.

1. Introduction Glossy films Several definitions – too many The opening sentence is a welcome – without the instructor saying who he is It would have been better to start off with a definition rather than have several packed into 2 minutes Some attention needed to grammar I disliked the font for the text across the screen – better to have as a split screen The instructor says how he is super excited to see me on the course – but still nothing about him 2. What is customer service? The opening quote is from Vincent Lombardi – with no attempt in explaining who he is Customer service enables you to stand out from competition – some practical examples would have helped. Real life business examples A definition of customer service is given – I am wondering whether this is from a professional organisation I am wondering whether all customers want the same from your product – do they want highest quality or lowest price or…? The importance of customer service is examined but still no real-life examples. What about – just a thought – customer service for Udemy students? What do Udemy students want and how is this course giving it? 3. Customer service skills Internal and external categories are discussed. I am wondering whether customers are the same as users. Someone may buy the product but the user may be someone different. Employees and vendors deserve a good service – but what is this ‘good service’ is it the same if the customer is an individual, a firm or the government? Real-life examples needed 4. The customer mindset Oddly this lecture has a ‘2’ on the opening slide The statement is made that people are turning to you (Customer service) as they are stuck and need your help. It could be they have contacted you to return the rubbish good or to complain or to find out about future products Reference is made to a Gallup survey but no date Reference is made to another recent survey – again no details And a third survey about first call resolution. Better to show this as a slide and date it Reference to a global survey – when? I found this section way too fast and as before, real business examples 5. Essential customer service skills Nothing wrong with the slide sand images – it’s just I am feeling this is all rather impersonal. Maybe I am old school but I would like to see the instructor There’s nothing actually wrong with this course but it just seems impersonal and timeless. It’s the sort of course one can buy through PLR and then adapt – except there does not seem to be any adaptation here. The instructor is anonymous. There is no reference to real-life business examples. Why not include the customer service of Amazon, of Twitter – or Udemy? Something that the viewer is likely to be familiar with. When quoting survey why not make them as up to date as possible. Can customer service be replaced? What of hyperautomation? I googled ‘real-world examples of good customer service and immediately came up with examples – that would have made the course so much more interesting. Why not deal with how customer service skills be developed? Why not split customer service skills into categories such as: • B2B customer service • B2C customer service • SaaS support • Customer service in healthcare • Start-up customer service • Customer service in education • Financial services customer service • Small business customer service • Customer service in non-profit organizations • Ecommerce customer service This course is 38 minutes long. It should have been at least 2-3 hours with examples, definitions, personalisation, categories and recent news articles. Why not highlight the customer service of mobile phone operators? And what about new developments such as In-App Customer Service? Given that this is a course about customer service it seems very much that the Instructor has not put the student’s needs first – it just seems like an off-the-shelf-course that after 38 minutes (or less if you fast forward) gives you a completion certificate.

The course is value-packed. I learned a lot of better ways to handle customers' needs and resolve their complaints satisfactorily. A good customer service is the backbone of the business.