Introduction to understanding what customers really want during their service encounter.

Understanding the goals and objectives in a service encounter.

Find out why customers need to feel like they are in control of the service encounter.

Let's look at why it's so critical that customers feel safe during their service encounter?

Find out why friendliness and building a positive rapport is so crucial when dealing with customers.

Learn why everyone wants to feel like they are being treated fairly and why customers are no different.

We explore why customers must be made to feel important during their service encounter.

Learn how to ensure your on-the-job performance is excellent, in your customers' eyes.

Discover why a lack of understanding can lead to customer dissatisfaction.

Discover why customers, like everyone, want to be recognised and treated as an individual.

Exceptional service quality = higher customer satisfaction.

Learn why customers like to feel appreciated.

Here we Introduce you to the module, what service providers do and defining what is an outstanding customer service giver.

Why is 'helping customers' so engrained in the behaviour of an outstanding customer service giver?

Here we define what 'caring for the customer' really means for outstanding customer service givers.

In this lecture we discover why customers must always be treated fairly.

Why is it so crucial that service providers know the ins and outs of their job?

Discover how we consistently deliver a quality service?

Why is communication key in each service encounter?

In this lecture we understand why we need to know our limits, in the service encounter.

Discover why outstanding customer service givers are always courteous to their customers.

Here, we discuss how to always provide a professional front.

We will explore striking a fine balance between rushing a customer and wasting their time during the service encounter.

We start to understand why it is so crucial to deal effectively with customers over the telephone.

As well as educating ourselves we learn how to educate our customers to make the service encounter run that bit smoother.

In this module we define what is 'empowerment' and start to understand why it is crucial to solve problems as they arise.

Here, we learn how to be fast, efficient and careful in our roles as service givers.

Learn why honesty, during the service encounter, is always the best policy.

We now start to look at customer complaints and why service givers must always keep their customers abreast of what is happening.

Is it really a complaint or an opportunity?  We start to appreciate why complaints should be welcomed and embraced.

In this lecture we understand why customers, generally, see the service giver as being the organisation so being an outstanding ambassador is key.

Can we really balance the needs of the customer with the needs of the organisation?

Learn about knowing when to approach your manager, and when not to, will be explored in this lecture.

Here, we explore effective teamwork and how pulling together can make or break the service encounter.

In this lecture we explore the link between customer satisfaction and organisational success.

We introduce you to an 8 step method for delivering perfect customer service every time.

Here we explore why first impressions go a long way in the service encounter.

We will learn why each service encounter is unique just like our customers.

In this step, we understand why we always need accurate information.

In this step, we talk more about empowerment and how to implement an action plan to ensure our customers are satisfied with the encounter.

We must always confirm what service we will be providing, but why is this so important?

During this step, we explore why keeping promises should be second nature to service providers and why we must always communicate effectively with our customers.

Follow up, to service encounters, is very important. But, how many of us actually do it?

During our final step, we understand why we should always review and reflect on our service encounters - not just the good ones but the bad ones too. See the PDF attached to this lecture which covers the full 8 step method which you can use to refer back to.

In this module, we start to understand what is service failure, and service recovery, and we set the scene for the lectures to follow.

During this lecture, we explore service failure in more detail and identify some key examples of service failures as well as why these can happen.

We now start to define what is meant by 'service recovery' and implement a 5 step model to putting things right following a service failure.

In this section, we start to address how to deal with the angry customer which, sooner or later, we will all encounter.

We now start to understand why our customer get angry and explore how our customers handle their anger.

An angry customer can provide a useful insight as to where parts of our organisation are failing, and we get to grips with how we can deal with complaints with compassion and confidence.

Learn why we should re-think the usefulness of complaints and introduction to a 12 step model which will give us the confident to handle any customer complaint.

In this initial step, we remind ourselves why we must listen to the customer and let them get their complaint off their chest.

This step explains why we must never fight back even if we believe the customer is mistaken.

No matter how negative our customer, we, as service providers, must always respond positively. This step tells us how to do this.

In this step, we explore empathy and why putting ourselves in the shoes of our customer is key.

During this step, we will understand why we must always ask questions.

In this step, we understand what the customer is hoping to receive in response to their complaint and why compensation isn't always necessary.

During this step, we will understand what the customer would like, following their complaint.

In this step we learn about when we can't provide our customer with exactly what they want, but we must always provide alternatives.

In this step we realise the importance of implementing a course of action in response to the customer's complaint.

In this lecture we will explore why it is vitally important to follow-up with our customers.

If we do need to refer a customer complaint upwards, step 11 will highlight how we can effectively do this.

The final step reminds us of the importance of reviewing and reflecting.

We now start to investigate what is courtesy and how to always demonstrate courteous behaviour in the workplace.

This lecture will guide you through differentiating your product, or service, through one simple action - providing courtesy.

In this section, we will identify how to spot real versus fake courtesy and we will also learn what 3 things make up courtesy, and what happens when one of these traits is missing.

This additional section will focus on how service providers can practice some self-care and learn to keep calm in the workplace.

In this lecture we will learn the importance of changing negative thoughts into positive ones.

Do you have a workplace friend? In this section we explore why having a workplace friend is key to positive mental health.

Although it sounds obvious, but this lecture will remind us of the importance of taking breaks during our working day.

Why should you always take a deep breath, especially if you're feeling stressed? This lecture will get you thinking why.

Here, we explore why anyone, regardless of role, seniority or experience, should always feel confident to ask questions if they are unsure of anything in the workplace. Here we have included a cheat sheet you can print off to have at hand when at work, to remind you during a stressful day how to keep calm.

As we approach the end of the course, we review what we have covered, what you have learnt and how to put the tips and techniques, covered in this course, into practice in your own role.