Course Description
Mastering Customer Service: A Comprehensive Guide to Excellence
Customer service is the lifeblood of any successful business. In today's fast-paced world, we engage with customer service more often than we realize. From calling our internet provider, making a reservation at a restaurant, to even making a simple online purchase, the spectrum of customer service is vast and touches every aspect of our lives.
Recent statistics indicate that 86% of consumers are willing to pay more for a great customer experience. With the digital era reshaping commerce, the lines between physical and online retail are blurring. It's evident that the need for top-notch customer service, both in-person and online, is higher than ever. Those at the forefront of delivering this service – professionals like you – have a pivotal role in this customer-centric economy.
Let's dive into what this course offers, layering each topic with real-world relevance and tools to ensure you excel in the realm of customer service:
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Understanding the Customer-Centric Organization: Delve into the significance of customer service. Trace its evolution, comprehend Total Quality Management (TQM), and grasp how perceptions have shifted over the decades.
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Self-Assessment of Your Customer Service: Engage in a thorough introspection of your current customer service skills. How does your organization stack up against competitors? This module encourages critical self-reflection and understanding of how emotions play into customer interactions.
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Your Company's Service Lens: Learn about the three foundational elements of service excellence. Are your company's practices truly customer-centric? Understand the difference between being inward-focused versus outward, customer-focused.
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Crafting a Customer Service Blueprint: Familiarize yourself with the strategic aspects of service. From garnering genuine feedback to employing client-centric practices, realize the economic imperative of excellent customer service.
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Hallmarks of Stellar Customer Service: Identify the key components of outstanding service delivery. Understand the importance of consistency, criteria for success, and the need for continuous learning and awareness.
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Training for Service Excellence: Dive into best practices for training and development. Explore brainstorming techniques, the art of problem-solving, and the essentials of coaching for service mastery.
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Evaluative Techniques: Surveys, interviews, or focus groups? Discover the nuances of each method, their pros and cons, and acquire the skills to craft an effective customer service survey.
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Customer Retention Strategies: Step into the shoes of your customer. Understand their desires, establish measurable standards, and learn the do's and don'ts of keeping customers loyal and satisfied.
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The Subtleties of Service: Grasp the nuances of non-verbal communication, understand the pivotal difference between data and actionable information, and navigate the ethical landscape of service.
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Navigating Challenging Situations: Equip yourself with techniques to handle difficult scenarios. From learning the art of tactful refusal to managing anger, this module will bolster your resilience and adaptability.
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Digital Era Customer Service: In an age where the internet has revolutionized commerce, understanding the nuances of online customer engagement is vital. Learn how to cultivate trust, loyalty, and establish a robust e-commerce presence.
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Deciphering CRM: Customer Relationship Management (CRM) is no longer a buzzword but an integral part of modern business. Understand its facets, choose the right tools, and harness its incredible potential.
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Future-Proofing Customer Service Management: Look ahead and envisage the future of customer service. Will it be predominantly people-oriented, or will technology reign supreme? Strategize and position yourself for the upcoming shifts in the service landscape.
Who Should Enroll?:
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Aspiring Customer Service Professionals: Kickstart a rewarding career by gaining a holistic understanding of the field.
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Existing Professionals: Sharpen your skills, stay updated with the latest trends, and ensure you're always at the top of your game.
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Business Owners: Understand the intricacies of delivering exceptional service to elevate your brand and foster customer loyalty.
In conclusion, this course offers a panoramic view of the world of customer service, infused with actionable insights, real-world examples, and tools to ensure you're always a step ahead. Dive in, and master the art and science of customer service excellence.
- Completely Online
- Self-Paced
- 6 Months to Complete
- 24/7 Availability
- Start Anytime
- PC & Mac Compatible
- Android & iOS Friendly
- Accredited CEUs
Learning Outcomes
- Define the customer-centered organization.
- Evaluate your own customer service objectively.
- Describe methods to make your company's customer service more central.
- Develop a winning customer service strategy
- Summarize the reasons for providing exceptional customer service.
- Describe ways for acquiring customers and retaining them.
- Demonstrate mastery of lesson content at levels of 70% or higher.
Assessment Guide
Assessment | Points |
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An Introduction | 1 points |
Lesson 1 : A Customer Centered/Focused Organization | 10 points |
Lesson 2 : Taking An Honest Look At Your Own Customer Service | 9 points |
Lesson 3 : Your Company's Customer Service Focus | 9 points |
Lesson 4 Assignment | 2 points |
Lesson 4 : Developing A Winning Customer Service Strategy | 10 points |
Lesson 5 Assignment | 1 points |
Lesson 5 : The "Plus's" Of Exceptional Customer Service | 9 points |
Lesson 6 : The WOW Factors Of Customer Service Training | 10 points |
Lesson 7 : The Way To Go: Surveys/Questionnaires, Interviews Or Focus Groups | 9 points |
Lesson 8 Assignment | 25 points |
Lesson 8 : Acquiring Customers & Keeping Them | 10 points |
Lesson 9 : Those ‘Extras' & Miscellaneous Factors | 10 points |
Lesson 10 Assignment | 25 points |
Lesson 10 : When The Going Becomes Rough -- What To Do! | 10 points |
Lesson 11 : Working In The World Of The Web! | 9 points |
Lesson 12 : CRM -- It's Not Just An Option -- It's Here To Stay! | 9 points |
Lesson 13 : Customer Service Management Options Of The Future! | 9 points |
The Final Exam | 62 points |