Module 1 : Understanding Customer Types (Personas)
Customer personas are created by brands to represent their current and target audiences. the motivations and desires of different types of customers help brands to understand what customers want and why.Knowing the customers that a brand wants to reach and retain is crucial to providing excellent customer service.
Topic's covered :
How customer personas are used to improve the customer experience
The difference between segmentation and customer personas
How customer personas are created
Module 2 : Anticipating Customers’ Needs
There are many reasons why customers remain loyal to a brand. But ultimately, customers won’t want to part ways with a brand that is able to meet all of their needs. Luckily, you don’t need to be a mind reader to anticipate your customers’ needs. This kind of insight will allow your customer service teams to make sure your customers have a positive experience that will ensure they return.
Topic's covered :
Why anticipating customers’ needs is important
How data can be used to understand who customers are and what they need
Techniques to identify your customers’ needs and start putting them first
Module 3 : Customer Service Coaching
Whether they’re in face-to-face or remote roles, customer service employees are essential to the customer experience. Coaching ensures that employees are given the tools they need to go the extra mile for customers. If customer service is poor, customers won’t remain loyal, no matter how great the product is. Coaching employees in a way that empowers and motivates them will directly improve how customers experience a brand.
Topic's covered :
The individual benefits of 1 -to-1 coaching and group training
How to use the GROW method to coach employees
Module 4 : Managing Remote Customer Service Teams
You probably already know the benefits of remote customer service teams. Remote working can save money for employees and companies. But there are many digital solutions designed to help your managers and team leaders address these and other potential problems.
Topic's covered :
The challenges faced by remote customer service employees and managers
How to overcome those challenges
Techniques to support the management of remote customer service teams
Module 5 : Customer Service through Social Media
Imagine working in a restaurant where 1 of your customers complained about their food. Making sure that you know how to respond appropriately to customers online is just as important. Social-media responses can also be seen by your other customers. Using social media to connect with and serve your customers offers many benefits. But if your organization’s social-media presence isn’t properly managed, it can be disastrous.
Topic's covered :
How to use social media to engage successfully with customers
The various tools and techniques that are used when serving customers through social media
Tips to help you and/or your teams provide excellent customer service through social media
Module 6 : High-Touch Customer Service
Are you impressed when a business gives you a personal reply rather than an automated email response? Then you’ve probably been on the receiving end of high-touch customer service. This approach to customer service is a good way to keep customers loyal and find out more about them. Once you have a good understanding of high-touch and low-touch approaches, you can decide how much high-touch customer service you need to offer.
Topic's covered :
The difference between high-touch and low-touch customer service
The benefits of offering high-touch customer service
How to create a high-touch experience for customers
Module 7 : Self-Service Customer Management
Most customers prefer self-service, but they still need to contact you if they can’t find the answers to their questions. That’s where self-service customer management comes in. self-service gives customers a better experience, and helps customer-service employees be more efficient.Fortunately, there are lots of methods you can use to boost the self-service experience.
Topic's covered :
The differences between good self-service and bad self-service
The advantages of providing good customer self-service
How to improve self-service customer management
Module 8 : Empowering Customer Service
It’s difficult to deliver great customer service if you don’t have the right information, tools, or support. But there are ways to make sure everyone on your team feels empowered to help their customers. Empowering employees produces several benefits for both customers and business.
Topic's covered :
What empowering customer service means
The benefits of empowering customer service
Strategies to empower customer service
Module 9 : Tracking and Improving the Customer Experience
When customers have positive experiences, they’re more likely to make purchases from you. The only way to know for sure how your customers feel is to track their experience. Tracking the customer experience is a great way to work out which parts of the journey need improvement and how well you’re meeting customer expectations. There are lots of ways that your teams can enhance the customer experience to attract new customers and keep loyal ones. This course will show them how.
Topic's covered :
The difference between customer service and customer experience
The importance of tracking and improving customer experience
Strategies to track and improve customer experience
Module 10 : Customer Service is not a Cost Center
In the past, customer-service departments were seen as cost centers. The company would try to reduce costs, leaving customer service understaffed with minimum investment. But customer service is not a cost center, and treating it like one is a mistake that can cost customers and revenue.Customer service is more than just dealing with complaints and problems. It adds value to business, so it should be viewed as a profit center rather than a cost center.
Topic's covered :
The differences between a cost center and a profit center
The benefits of seeing customer service as an opportunity
Methods to turn customer service into a profit center
