Communication and Service
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Communication and Service

Sales, Service and Ethics
New
0.0 (0 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
1 student enrolled
Created by Cato Jensen
Last updated 7/2017
English
Current price: $10 Original price: $200 Discount: 95% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 2.5 hours on-demand video
  • 1 Practice Test
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Describe what key elements characterize good service and be able to deliver such service
  • Use the needs theory and motivational concept to determine and satisfy customer needs
  • Conducting a sale using specific activities before, during and after a consumer purchase
  • Act in accordance with ethical standards in performing trade and delivery of services and products
View Curriculum
Requirements
  • You should be able to use a computer at a beginner level
Description

The course is theoretical and practical, with good examples and small and big assignments. The introduction "What I Know About" focuses on the topics that come. Students can think through and discuss the concepts before continuing. The purpose is to facilitate contact net to the theoretical material. The sections end with repetition questions and subsequent issues (major assignments).

Emphasis is placed on making the course interesting for the students. Terms that must be learned are defined as they appear.

Good luck with the learning. I am grateful for feedback from students and instructors about how the course works.

Who is the target audience?
  • You are interested in communication
  • You are interested in service
  • You are interested in sales and sales practice
  • You are interested in ground level marketing
  • You work in, or are aspiring to work in, the service industry or sales industry
Compare to Other Customer Service Courses
Curriculum For This Course
27 Lectures
02:24:08
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Introduction
1 Lecture 02:10

Introduction to the course Communication and Service. We look at what you can expect to learn from this course, and what modules and content we'll be going though. 

Preview 02:10
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Service
15 Lectures 01:27:42

We look at the origins of the term service, and where it has taken us in modern times. 

Preview 06:08

We look at the customer taking part in the production process.  

The Customer takes part in the production process
03:31

We have a look at the different values that important for a salesperson and a service worker to know. 

The Values
03:58

We look at the Expectation Model, and see how it affects customer's expectations to the business. 

The Expectation Model
03:39

We look at Core Services and Peripheral Services, and see how they combine to provide the business's services, and what effects they have on customers. 

Core Services and Peripheral Services
02:15

We look at the Service Package, what it contains, and how it affects the business's product's prices. 

The Service Package and Pricing
04:18

We look at the customers, and see why we should consider them to be in the center. 

The Customer in the Center
06:13

This practice test is designed to be a summary of what you have learned throughout the service section of the course.  We do a quick recap of the important points that were made.

What do you know about the term "Service"?
10 questions

We have a quick look at what we need to know in order to achieve good collaboration. 

Collaboration
02:06

We look at collaboration in the work place, how to handle poor communication, and how to improve collaboration in the work place. 

Collaboration in the work place
08:33

We look at good personal abilities and characteristics, and the service workers personal characteristics. 

The service workers personal abilities
17:43

A quick test for you to check your knowledge regarding collaboration.

What do you know about Collaboration?
3 questions

We're having a look at how to communicate, and what effects communication can have. 

Communication
11:40

We look at what communication disturbances are, and how we can avoid them, or work around them to ensure we communicate properly. 

Communication disturbances
07:56

A quick quiz for you to check what you know about communication.

What do you know about communication?
3 questions

We look at the concept of culture, and what effects culture have on us as service workers. 

The Concept of Culture
04:05

We look at differences and similarities between human beings from different cultures. 

Differences and Similarities
01:59

We look at communication between, or across, cultures.  How we should communicate across cultures, and how to interpret others' culture when we work as a service worker. 

Cross Cultural Communication
03:38

A quick quiz to have a look at what you know about cultural understanding. 

What do you know about cultural understanding?
2 questions
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What are the Customers Needs?
5 Lectures 23:56

We look at what we want to cover throughout this section of the course.  We also have a look at what the goal for this section of the course is. 

Preview 01:36

We look at the foundations of what the customers needs are, and what this means for us as service workers. 

What are the Customers Needs?
05:09

We look at what segmentation of the market is, and how we can segment the market.  We also have a look at some basic marketing terms, and what these terms mean for us as service workers. 

Segmentation of the Market
03:15

We look at motivation as the reason for purchase, and have a look at how this affects our day as service workers or sales people, and see how we can manipulate motivation for our benefit. 

Motivation
07:06

We look at target audiences, and see how important it is for the business to find the correct target audience.  We also take a look at how marketing affects the salespeople and service workers. 

Target Audiences
06:50

A quick quiz to test your knowledge on customer needs. 

What do you know about customer needs?
4 questions
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Sales
5 Lectures 23:33

We have an introduction to the sales role, and see the similarities between sales people and service workers.  

Preview 01:51

We have a look at what the salespersons role is, and how similar this is to the service worker, and vice versa.  

You're a Salesperson
01:31

We look at the sales conversation, and the techniques we could and should apply to make sales happen. 

Sales Conversation and Technique
14:16

We look at follow-up and repurchase, and learn about what these terms mean for the business, and for you as a salesperson or service worker. 

Follow-Up and Repurchase
01:53

We look at how we should treat the phone, and how we should treat physical customers in our facility when the phone rings, as well as how we should treat customers who call us. 

Phone Treatment
04:02

A quick quiz to test your knowledge on the sales topic. 

What do you know about sales?
3 questions
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Ethics
1 Lecture 06:47

We look at ethics and morals, and how they affect our daily tasks as service workers and salespeople.  We also sum up the course. 

Ethics, Morals and Course Finale
06:47
About the Instructor
Cato Jensen
4.4 Average rating
5 Reviews
12 Students
2 Courses
HORECA Consultant

I am a HORECA Consultant, as well as consulting for businesses on other topics, mainly sales and marketing (marketing strategies) and employee training.  On the management level, I mostly consult on economics and investments.  The main subject I teach employees at a company is how to behave themselves in front of customers.  I feel many of my colleagues focus on how to "idealize" the customer or client, while I focus on how to treat the customer - I believe it's important to know that there's a fine line between receiving criticism from a customer, and to be abused by one.