Brilliant Customer Service: How to Impress your Customers!

Enhance your customer support and truly differentiate yourself from your competition!
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  • Lectures 6
  • Length 1.5 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 11/2015 English

Course Description

The course is aimed at providing you with the opportunity to enhance your people skills in a way that will truly differentiate you from the competition. We will explore different models of high quality customer service, strategies to improve your skillsets, and tactics that your customer service representatives (CSRs) can easily acquire and implement immediately. Furthermore, you will learn how to handle any complaints you receive in a totally professional manner.

You will be introduced to the benefits of customer relationship management (CRM) and will learn how it can become the vehicle that drives up your standards of service.

The most important elements of the course include:

  • Face-to-face contact with your customers
  • The most effective use of telephone, email and CRM in the communication process
  • How to deal with difficult or angry customers
  • Liberating your front line people so that they can truly enjoy the customer experience

The course is designed for the following groups of people:

  • Those who need to make strategic decisions about how their customer service levels need to be adjusted
  • Those in the front line of customer service
  • Customer service relationship managers
  • Everyone involved in relationship development and client acquisition


Mr. Hunt’s style is often described as ‘inspirational’. His goal is to always create positive change in people with whom he works. He has significant experience in successfully operating at all organizational levels—from the induction phase, through first line management, and right up to board level. Additionally, he is able to strike the appropriate level of debate on every occasion.

Mr. Hunt is the MD and principal facilitator of UK Seminars. His work is well known in many countries, e. g., in Europe, in the USA, in the Middle East, and in India. His delegate evaluations are excellent, averaging 9.0 on a 10 point scale.

What are the requirements?

  • There are no further requirements for this course, only the desire to attain a high quality customer service.

What am I going to get from this course?

  • Acquire and immediately implement strategies that will ensure high quality customer service
  • Enhance their people skills in a way that will truly differentiate them from the competition
  • Handle any complaints they receive
  • Deal with difficult or angry customers

What is the target audience?

  • People who need to make strategic decisions about how their customer service levels need to be adjusted
  • Customer service relationship managers
  • People in the front line of customer service
  • Everyone involved in relationship development and client acquisition

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Brilliant Customer Service
Course Overview: Brilliant Customer Service
Preview
01:23
12:42

The lecture The Main Idea of Brilliant Customer Service by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

  • The main idea
  • Using proven models of best practice
  • Nordstrom's way and dictum
  • Different inverted pyramids
  • Some more tips
The Main Idea of Brilliant Customer Service
1 question
13:16

The lecture Face to Face with our Customers by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

  • First impressions
  • Perception
  • 'SOFTEN' your greeting
  • Active Listening
  • From incompetence to competence
Face to Face with our Customers
1 question
18:36

The lecture Communication Processes in Customer Service by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

  • Recap of Lecture 2
  • Things, Thoughts and Alternatives
  • Unhappy or difficult conversations
  • Brilliant email service
  • Tips for great emails
Communication Processes in Customer Service
1 question
17:38

The lecture Dealing with Difficult or Angry Customers by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

  • Dealing with customers
  • Complaint
  • Emotionally driven behaviour
  • Issue focused behaviour
Dealing with Difficult or Angry Customers
1 question
12:12

The lecture Strategy for Brilliant Customer Service by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

  • A Strategy for 'Brilliant Customer Service'
  • Change the organogram
  • Implementation
  • CRM
Strategy for Brilliant Customer Service
1 question

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Instructor Biography

Lecturio GmbH, eLearning Company

Lecturio means high quality knowledge of a broad selection of topics wherever and whenever you want. Get your personalized Lecturio on demand training now and see yourself!

Who are we?

Lecturio is a leading online knowledge platform that offers more than 5000 courses and trainings from a variety of topics including business, software, law, medicine and more in both English and German. Students and learning enthusiasts have the opportunity to revise lectures content digitally in addition to their in-class lectures, professionals can improve their expertise in a specific area, and companies can centrally train their employees in an affordable way.

What makes us stand out?

The Lecturio online catalogue features a huge selection of topics and subjects such as law, medicine, economics, business, languages, software, accounting, healthcare and lifestyle. Since we extend our high quality content week after week you are always up to date in your field with Lecturio. Lecturio cooperates with the best lecturers and experts. Our partners include individual leading trainers as for instance Zach Davis, one of the most renowned speaking professionals, and lecturers from prestigious educational institutions like the University of Heidelberg. Profit from their know-how and unique teaching methods.

If you want to learn more about Lecturio, you can visit us on our website!

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