Customer | How to Understand Customer Needs
- 1 hour on-demand video
- 8 downloadable resources
- Full lifetime access
- Access on mobile and TV
- Certificate of Completion
Get your team access to 4,000+ top Udemy courses anytime, anywhere.Try Udemy for Business
- Recognise how internal service impacts external service
- Define internal and external customers
- Determine factors that create customer value
- Link service to outcome
- Identify needs of internal and external customers
- Develop strategies to support the modern day customer - inclusive of the ‘millennial’ customer
- Develop strategies to gain an emotional connection with your customer
- A keen readiness to learn and put it into practice
- Access to a computer, tablet or iPad
- Headphones or speakers to listen to videos
There is no question about the impact great customer service has on an organisation. How to understand customers’ needs will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.
We see it often – an organisation says they’re customer centric and have a customer strategy to prove it, so why do they provide such a poor customer experience? Looks like a chicken, clucks like a chicken… But it’s not a chicken?! This course will help you understand how your internal processes impact your external service. It gives you tools to determine the factors that create customer value and links your service to outcome. You will also be guided on understanding the modern customer and how their needs have changed over time. That customer experience strategy of yours may just need a little tweaking so that you can truly respond to your customers’ needs.
Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.
Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.
Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to understand customer needs. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.
This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey.What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.
- Anyone looking to improve the experience of their customers
- Anyone with an interest in driving a strong customer focus within their organisation
- Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
- Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
- Anyone from a small, medium or large organisation
Let’s take a look at how you can show your customers they matter to you, by exploring service from their perspective.
Let’s consider the work of Dr Rick Nauert, on why employee satisfaction is key for customer satisfaction.
References and Further Reading - Nauert, R (PhD) 2011, ‘Employee Satisfaction for Customer Satisfaction’, psychcentral.com, viewed 12 May 2015 (see external resources)
So, what do customers want and how do we give it to them? It’s not an easy question to answer. But we can start by understanding that the expectations of our customers are all different.
To explore more, check out the YouTube video under external resources 'Little becky phones up demolition company!'
In the digital era, ‘shopping’ has changed. Let’s consider the buying habits of contemporary customers, and in particular, Millennials.
Resources - Solomon, M 2014, Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business, Short Books, London
Let’s take a look at the link between decision-making and emotions.
Resources and Further Reading - Jones, B 2014, ‘Why are Emotional Connections The Key to Exceptional Customer Service?’, 23 September 2014, disneyinstitute.com, viewed 14 May 2014 (see external resources)
Brooks, D 2012, The Social Animal, Short Books, London.