Module 1 : Maintaining Customer Service Across Channels
Customer service and customer experience are two very different parts of the same puzzle.
Understanding how the two terms interlink will have a huge impact on your ability to improve your relationship with clients and customers.
This course clarifies the difference between customer service and customer experience once and for all.
Topic's covered :
People’s expectations of a good customer experience
The differences between Customer Service and Customer Experience
What multiple channels are, and how service should flow between them
How to maintain context across channels
Finding the balance between online and human interaction
Module 2 : The Importance of Brand
Know your brand. Would it surprise you to learn that knowing your brand is one of the best ways to provide top-notch customer service?
A brand isn’t only a logo, a quirky name, and a social media presence – it’s also the knowledge and passion every team member displays when dealing with customers.
Many businesses forget to tell their employees what their vision and values are, and how these flow into the brand.
This course is designed to help you ensure you and your staff know exactly why representing your brand when interacting with customers is so important.
Topic's covered :
The meaning of a ‘brand’
How branding affects the consumer
Why it’s important to breathe your brand
How lack of brand knowledge creates a bad customer experience
How to train teams on your brand
Module 3 : Customer Relationships
When you’re trying to solve a customer’s problem or make a sale, it can be a challenge not to focus on your own agenda.
But handling a situation incorrectly or in a pushy manner will not inspire customers to brag about your service, or keep them coming back.
To build good customer relationships you need to build trust. Building trust requires you to focus solely on the needs and feelings of your customers. This is what ultimately leads to better business success. That’s what this course is all about.
Topic's covered :
Reading a situation
Reading your customer’s body language
Beginning a conversation confidently
Understanding communication etiquette – what can and cannot be said
Ending a conversation
Dealing with difficult situations
Following up with a customer
Module 4 : Customer Loyalty
Keeping customers loyal? That’s a whole other story.
If customers are the glue that holds a business together, then customer retention is integral to keep a company growing and successful. And to maintain your business empire you need to learn how to build trust and create loyal connections.
This course will show you how to do that.
Topic's covered :
The importance of customer retention (for new and existing customers)
How to create and maintain loyalty
The effectiveness of word of mouths
How to build brand ambassadors
Module 5 : Effective Problem Solving
A difficult issue or unreasonable request comes up during the last 5 minutes before the end of your shift.
But customer service is about helping customers, not giving them false hope. It’s about identifying the real problem and coming up with a suitable solution. Not just telling customers what you think they want to hear.
These 6 mini-lessons will teach you how to address problem points, read between the lines, and propose meaningful solutions to keep customers satisfied, even when there is no easy solution.
Topic's covered :
Understanding the customer’s point of view
How to communicate effectively
How to manage the customer’s expectations
Finding the balance between company policy and satisfying the customer
How to find solutions and follow-up on inquiries
Module 6 : Handling Complaints Gracefully
It’s a well-known fact that everyone loves to give advice, but nobody likes to take it.
But, unhappy employees or disgruntled customers are an expected part of any business. So, it’s essential to learn how to handle complaints gracefully.
Ignoring a customer’s needs or not dealing with an issue can leave a customer just as unsatisfied as if you were rude and patronizing.
Topic's covered :
What a complaint is and why you should listen
How to react to a complaint appropriately
How to assume positive intent
The difference between an apology and sincerity
How to resolve problems effectively
The value of compensationy
How to use complaints to the company’s advantage
Module 7 : Cross-Selling and Upselling
Both upselling and cross-selling are brilliant ways of making extra sales and increasing profit. But if you look like a ‘wheeling and dealing’ con artist, it can at best come off as desperate and off-putting. At worst, it will look like you’re taking advantage of your customers.
This course will show you how to recognize opportunities and choose appropriate methods of cross-selling or upselling in a way that keeps both the business and the customer happy.
Topic's covered :
The importance of knowing your product
Different methods of upselling or cross-selling
When to know if it’s the right time to upsell or cross-sell
How to choose the appropriate method (upselling or cross-selling) for different channels
How to use appropriate pricing systems
Why it’s important to focus on customer service rather than sales
Module 8 : Managing Customer Expectations
The most successful companies know how to manage expectations in the best way possible. Others decide to be vague with dates to avoid false hope. But that brings disorganization. And with disorganization come disgruntled customers and a tarnished name.
This course will teach you how to manage expectations to ensure a seamless and satisfying customer experience.
Topic's covered :
How to set achievable goals
How to offer promises about deliverables
How to align customer and business goals
Module 9 : Technology
We all know technology is great , but you’d be surprised how often technology is used incorrectly. Instead of helping, it makes jobs harder for staff and drives customers away from businesses.
When technology is used well, though, it can work wonders for a company, adding excitement, reducing workload and improving communication with customers.
Topic's covered :
Identify the differences between tangible technology and intangible technology
Understand connected personalization
Know what technology will make your customers’ lives easier
Put the customer ahead of data (GDPR)
Outsource technology
Module 10 : Going Beyond Customer Service
If companies are practicing great customer service, then yes, they could have tried cross-selling or upselling or used a range of other techniques to make you feel really special.
Now imagine If everyone started offering this same type of excellent customer service. To stand out you’d need to go beyond the same same. This course will show you how.
Topic's covered :
The life cycle of customer service
How to use ‘out of the box’ thinking specific to your brand
How to personalize without annoying your customers
Top tips from business CEOs on how to go above and beyond
What’s ‘High touch’ customer service
