Management Skills: Customer Service The Core Of Any Business

Learn the 4Cs of Customer Service. A Simple, Practical Approach for All Levels of Experience & Types of Businesses

What you'll learn

Learn the foundation to great customer satisfaction and loyalty

Learn what creates and supports employee engagement

Learn how to use the four Cs of service, connect human-to-human, collaborate, contribute and confirm

Know how to handle just about every possible complaint

Know how to negotiate win-win solutions

Know why and how customers should be a second priority, maybe even third

Requirements

Be supervising or working with others, and/or providing customer service

Description

Business Management Skills: Service the Core of Any BusinessBy the end of this course:You will be able to use the 4Cs of Service to enhance service quality throughout the organization.Customer ServiceAre you looking to take your customer service skills to the next level? Our customer service course is the perfect choice for you. With an experienced and knowledgeable instructor, our course will help you develop the skills you need to provide excellent customer service and build relationships with customers. You will gain insight into customer service best practices, methods for problem solving, and strategies for efficient service delivery. Our course is designed to improve your customer service skills and provide you with the tools you need to be successful in delivering a great customer experience.Coping with the demands of customers day after day can be a daunting task. Starting out, it can be overwhelming. Without training and having a few practiced skills, it can be nearly impossible. This course will provide you the core information you need to succeed with all types of customers. All levels of customer service, from want-to-be to beginner to experienced, and from supervisor  to president, all will benefit from this course. All businesses are in the customer service business, beginning with the connection between customer and employee. Every day people connect and disconnect, your job is to make sure your connection with a customer creates such a positive experience, that the customer becomes a loyal fan of you and the business. What makes this course different? The foundational 4Cs of customer service will form your basic understanding of customer service. You will understand the psychology of customers and your own psychology as a provider. By the end of this course, you will have the knowledge and skill to succeed at just about every customer service eventuality. This course is based upon my book Earn their Loyalty.Relationships are the core element of our daily lives. Make your customer-employee relationship are astoundingly good. Rock Solid Business Soft SkillsThis set of MANAGEMENT SKILLS courses is ideal if you want to significantly improve your soft skills as a leader, manager or employee. Each course presents a specific topic; you’ll dive deeply into the content and emerge with newly acquired ideas and rock-solid soft skills. Many of the ideas and skills are unique to this set of courses.Business is a balancing act of controlling and enabling others. As a leader/manager, you must be in charge, but also encourage the best from every worker. As you know, this isn’t easy. Make a mistake or two and everyone suffers. Rock solid skills have clear steps, easily followed and measured. And if you aspire to leadership, these skills will propel you upward.My courses follow that old saying, "if you give a man a fish, you feed him for a day, if you teach him to fish, you feed him for a lifetime." I teach both skills and concepts. If you want both training and an education, this is the place, tools and ideas. Each course provides ideas to explore and skills to try out. You choose the topic and in about three hours or less, you’ll acquire rock solid soft skills enabling you to support and inspire your employees.This series of Business Management courses is ideal for these topics: Entrepreneurship, Communication Skills, Management Skills, Business Fundamentals, Leadership Skills, Manager Training, Conflict Management, and Influence.

Overview

Section 1: Please Start Here

Lecture 1 New Format

Section 2: Introduction

Lecture 2 Introduction

Lecture 3 **A Customer Walks into…**

Lecture 4 **Three Types of Customers**

Lecture 5 The Business Case for Great Customer Service

Lecture 6 Common Approaches to Customer Service

Section 3: The Basics of Service

Lecture 7 Introduction

Lecture 8 **Service as a Promise**

Lecture 9 Common Mistakes

Lecture 10 The Disney Model

Lecture 11 The Nordstrom Way

Lecture 12 The Psychology of Service

Lecture 13 Hire the Best

Section 4: **The Four Cs of Service**

Lecture 14 Introduction

Lecture 15 The Customer/Business Relationship

Lecture 16 The Four Cs

Section 5: **Connect Human-to-Human**

Lecture 17 How to Connect Part 1

Lecture 18 How to Connect Part 2

Lecture 19 Standards, Scripts & Branding

Section 6: **Collaborate**

Lecture 20 Collaborating with a Capital "C"

Lecture 21 Collaborating is Teaming

Section 7: **Contribute**

Lecture 22 Contribute

Lecture 23 S-I-R

Section 8: **Confirm Satisfaction**

Lecture 24 Customer Service Value Stream

Lecture 25 Confirm Satisfaction

Section 9: Critical Ideas on Service

Lecture 26 Introduction

Lecture 27 **Personal Mission Statements**

Lecture 28 **Connecting & Disconnecting**

Lecture 29 Multiple Service Providers (Warm Handoffs)

Lecture 30 Call Centers & Websites

Lecture 31 **Complaints are Golden**

Lecture 32 Unhappy Customers

Lecture 33 Accountability

Lecture 34 **The Human Element**

Lecture 35 **The Ideal Employee**

Section 10: **Next Steps**

Lecture 36 Introduction

Lecture 37 What to do Now (Newbie)

Lecture 38 What to do Now (Experienced)

Lecture 39 What to do Now (Management)

Lecture 40 What to do Next

Lecture 41 Thank You

Those new to customer service,Those who are or will provide customer service,Customer service managers,For every worker who wants to master the psychology of business interactions,Business owners,Business leaders and managers,Human Resource professionals