Course curriculum

  • 1

    Introduction

    • Introduction

    • What will we cover?

    • Rate Yourself

  • 2

    Defining good service

    • What is good customer service?

    • Good customer service definition: Unpacking five timeless sources

    • Qualities: What makes for excellent customer service? Resolution

    • Control

    • Speed

    • Structure

    • Attentiveness

    • Stories

    • Communication

    • Intentionality

    • Personalisation

    • Dedication

    • Growth

    • Test your knowledge

  • 3

    Why Customer Service Matters?

    • Why Customer Service Matters?

    • What did you learn?

  • 4

    Communicating correctly with customers

    • How to communicate effectively with customers

    • What did you lean?

  • 5

    Personal Accountability

    • What Is Personal Accountability?

    • The Benefits of Personal Accountability

    • How to Develope Personal Accountability

    • What have you learned?

  • 6

    Knowing your Customer’s Needs

    • Why is it Important to Identify Customer Needs?

    • How to Identify Customer Needs?

    • What is the Customer Needs Analysis?

    • Types of Customer Needs

    • Good Examples to Meet Customer Needs

    • Final thoughts on Customer Need Analysis

    • What have you learned?

  • 7

    The Importance of Customer Feedback and Complaints

    • What is Customer Feedback?

    • Why is Customer Feedback Important?

    • Benefits of Customer Feedback

    • Good Customer Service - let your customers know you appreciate them

    • What is Customer Complaints?

    • Importance & Benefits of Customer Complaints

    • What Should I Do If a Customer Complains?

    • Dealing with unhappy customers

    • Test your knowledge

  • 8

    The Value of Training and Development in Customer Service

    • The Importance of Training in Customer Service

    • The Benefits of Training Customer Service Reps Beyond the Tangible

    • Types of Training for Customer Service

    • The Objectives of Training in Customer Service

    • Benefits for members of staff

    • Benefits for the customer

    • Benefits for the business

    • What would you prefer?

  • 9

    The Importance of Building Long-term Customer Relationships

    • Why It’s Important To Build Customer Relationships

    • Short term vs. long term thinking for customer relationships

    • Customer relationships increase sales and reduce customer attrition

    • Customer relationships deliver invaluable marketing

    • Customer relationships Boost Employee Morale

    • How to build Customer Relationships

    • What would you do?