Customer Service Success

How To Give 5 Star Customer Service Every Time

What you'll learn

Discover our 8 step model, developed so that you can provide 5 star customer service every time.

How to handle angry customers with ease and professionalism.

The tips and techniques to recover when service failure happens, and things go wrong.

How to keep calm in the workplace and avoid burnout.

The Benefits of being courteous in the workplace, and exactly how to do this.

Make every customer encounter successful (even if things have gone wrong), so they keep coming back.

Requirements

No prior experience is necessary to take this course.

Description

On this course you will learn the following…Understanding exactly what it is that customers want and how you can use this knowledge to create the perfect customer experience,Discover what service providers do. This will be a fusion of academic research and real life examples which can help make sure you have every angle covered so that you're always providing 5 star customer service,We teach you our tried and tested 8 step method to delivering perfect customer service every time, even if you're dealing with a difficult client or customer,What happens when you encounter a service failure, and how it can impact your business/ customers. We will go through the 5 step method we have developed using academic research and hands-on experience so that you can win and succeed at service recovery,You'll learn why customers may get angry, and the easy techniques so that you will be able deal with any situation amicably and leave both you and the customer happier and have the issue resolved,How to be courteous in the workplace, and why it's important. We will discuss real life examples and the benefits of being courteous can bring to your business and place of work,EXTRA: Tips and tricks on how you can keep calm in the workplace so that you perform better as an employee and don't suffer burnout.

Overview

Section 1: Introduction

Lecture 1 Welcome

Section 2: Understanding What Customers Really Want

Lecture 2 Introduction

Lecture 3 Goals and Objectives

Lecture 4 Control of the Situation

Lecture 5 Security

Lecture 6 Friendliness

Lecture 7 Fairness during the Service Encounter

Lecture 8 Importance

Lecture 9 Performance

Lecture 10 Understanding

Lecture 11 Recognition

Lecture 12 Satisfaction

Lecture 13 Appreciation

Section 3: What Service Providers Do

Lecture 14 Introduction

Lecture 15 Enjoy Helping Customers

Lecture 16 Enjoy Caring for the Customer

Lecture 17 Provide a Fair Service

Lecture 18 Know the Ins and Outs of the Job

Lecture 19 Consistently Deliver a Quality Service

Lecture 20 Provide Effective Communication

Lecture 21 Always Know the Limits

Lecture 22 Always Provide a Courteous Service

Lecture 23 Always Demonstrate a Professional Front

Lecture 24 Are Well Organised and Use Time-Management Well

Lecture 25 Always Use Effective Telephone Communication

Lecture 26 Always Help to Educate Their Customers

Lecture 27 Solve Problems as They Arise and Embrace Empowerment

Lecture 28 Always Do the Job Right, the First Time

Lecture 29 Are Honest and Always Keep Their Promises

Lecture 30 Keep Customers Up-to-date During the Service Encounter

Lecture 31 Take a Positive Approach to Complaints and Adopt a Can-do Attitude

Lecture 32 Always an Outstanding Ambassador for Their Organisation

Lecture 33 Always Get the Balance Right Between Customer and Organisational Needs

Lecture 34 Build an Effective Relationship with Their Management

Lecture 35 Build an Effective Rapport with Other Service Givers in their Organisation

Lecture 36 Identify, Recognise and Embrace Service Failures

Section 4: The 8 Step Method to Delivering Perfect Customer Service

Lecture 37 Introduction

Lecture 38 Step 1 - Create a Professional and Friendly Atmosphere

Lecture 39 Step 2 - Gather All The Required Information

Lecture 40 Step 3 - Verify the Information Received

Lecture 41 Step 4 - Propose an Achievable Plan of Action

Lecture 42 Step 5 - Agree on What Can Be Done, By Whom and By When

Lecture 43 Step 6 - Provide the Agreed Service

Lecture 44 Step 7 - Follow Up On the Service

Lecture 45 Step 8 - Review and Reflect On The Service Encounter

Section 5: Service Failure - When It All Goes Wrong

Lecture 46 Introduction

Lecture 47 What Is Service Failure

Lecture 48 What Is Service Recovery

Section 6: Dealing With The Angry Customer

Lecture 49 Introduction

Lecture 50 Why our Customers Get Angry

Lecture 51 Handling Complaints

Lecture 52 Putting Things Right - A 12 Step Model

Lecture 53 Step 1 - Listen, listen, listen!

Lecture 54 Step 2 - Don't fight back!

Lecture 55 Step 3 - Respond positively

Lecture 56 Step 4 - Empathise with the customer

Lecture 57 Step 5 - Question, question, question!

Lecture 58 Step 6 - Understand the customer's needs

Lecture 59 Step 7 - Confirm what can be done

Lecture 60 Step 8 - Provide alternative solutions

Lecture 61 Step 9 - Implement a course of action

Lecture 62 Step 10 - Follow-up

Lecture 63 Step 11 - Refer upwards if necessary

Lecture 64 Step 12 - Review and reflection

Section 7: Courtesy in the Workplace

Lecture 65 Introduction and Importance of Courtesy

Lecture 66 Benefits of Being Courteous

Lecture 67 Real vs Fake Courtesy

Section 8: Keeping Calm in the Workplace

Lecture 68 Introduction

Lecture 69 Having a Positive Attitude

Lecture 70 Have a Workplace Friend

Lecture 71 Taking Breaks

Lecture 72 Taking a Deep Breath

Lecture 73 Ask Questions

Section 9: End of the Course

Lecture 74 Well Done and Congratulations

Staff who deal with customers and what to make every encounter 5 stars,Business owners who want repeat customers,Managers who are looking for ways to retain customers and improve the customer experience