Udemy - Brilliant Customer Service

What you'll learn
What do you do, how do you do it and why you do it that way? We offer alternative strategies and tactics to reset your customer relationships.
Set goals to exceed your customers' expectations. Making your habitual behaviour a reflection of your high standards.
See what's really happening - use 'Benchmarking' and 'Position Mapping' to compare your performance against the competition.
Does your Face-to-Face, Telephone and Email practice encourage or discourage your customers?
Handling angry customer behaviours - Learn how to deal with them professionally using a simple psychological technique that anyone can learn.
Introduce a SIX-STEP complaints resolution technique - yes SIX steps - and roll it out to everyone!
Feedback is the 'Breakfast of Champions'. Choose to 'beg' feedback, not to shy away from it.
See how one company empowers all its front line people to take ANY necessary decisions immediately! Can you implement this strategy?
Email detail: introduce email protocols and ensure a consistent corporate image.
Develop your own CRM (customer relationship management) system. We recommend some 'off-the-shelf' systems - some of them are free!
Many QUIZ questions to reinforce the main concepts. Some simple Yes/No, some more complex discussion provokers.
Develop your own customer service objectives with our carefully developed assignments.
Requirements
There are no preliminary requirements for this course - other than a wish or a need to better serve your customers!
Description
What do you do, how do you do it and why do you do it that way? We offer alternative strategies and tactics for you to think of resetting your customer relationships and preparing you for the new demands of the future. Brilliant Customer Service will bring you a huge competitive advantage, so let's get it right - this time and every time!Set goals to exceed your customers' expectations, making your new habitual behaviours a reflection of your high standardsUse the 'Total Product Concept'(TPC) to strategise your goal settingSee what's really happening - use 'Benchmarking' and 'Position Mapping' to compare your performance against the competitionDoes your Face-to-Face, Telephone and Email practice encourage or discourage your customers?Dealing with angry behaviours is often a serious challenge. Learn how to handle them professionally using simple psychological techniques that anyone can learnCustomer complaints? Introduce a six-step complaints resolution technique - yes SIX steps - and roll it out to everyone!Feedback is the 'Breakfast of Champions'. Choose to 'beg' feedback, not to shy away from itSee how one company empowers all its front-line people to take ANY necessary decisions immediately! Can you implement this strategy?Email detail: introduce email protocols and ensure you present a consistent corporate imageDevelop your own CRM (customer relationship management) system. Allow us to recommend some 'off-the-shelf' systems - some of them are free!A variety of Quiz questions reinforce the main concepts of the course.Our carefully designed assignments assist you in developing your own customer service objectives
Overview
Section 1: The Main Idea - 'We are what we repeatedly do'
Lecture 1 Let's assess our current Customer Service standards
Section 2: Module 2: Using Proven Models of Best Practice
Lecture 2 Module 2
Section 3: Module 3: Working towards the vital Culture Shift
Lecture 3 Module 3
Section 4: Module 4: Face to Face with our Customers
Lecture 4 Module 4: Face to Face with our Customers
Section 5: When nobody can see us, our Telephone and our Email performance truly matters
Lecture 5 Module 5
Section 6: Module 6
Lecture 6 Module 6
Section 7: Module 7: A perfect CRM (customer relationship management) system for your needs
Lecture 7 Module 7
Do you need to know what BRILLIANT customer service truly means? This course is ideal! Do your experienced people need to raise their standards? This course is perfect for REFLECTIVE PRACTICE!

Homepage

https://www.udemy.com/course/brilliant-customer-service/