Customer Service Excellence - from customers to operations

Name: Customer Service Excellence - from customers to operations
Rating: 4.4 (780 reviews)

How to deal with dissatisfied and angry customers and create a human and excellent service

Created byIvan Chagas

Last updated 2/2021

English

What you'll learn

You will learn how to service EVERY customer with excellence, in an organized way
How to deal with unsatisfied customers, with a clear structure for answers
You'll have practical tools at your disposal in any moment for every situation
How to shape your customer service operations to excellence, modelling your business and structure
You''ll get feedback from me for every assignment on the course
In the end, you will better equipped to assume a leadership role on Customer Services

Course content

11 sections • 81 lectures • 6h 22m total length

Hello, I'll be your instructor!7:31
How to navigate through this course3:32
What to expect when your customers are expecting6:57
Why do bad customer services happen?
Why does bad service happen6:21
The two things every customer need4:25
The big picture: understand the references behind the framework0:10
If you want to learn how to serve your customers better, you have to understand that there are two things that everybody needs and your role
TOOL: The Attention and Care Framework0:24
INSTRUCTION: putting your personas into the framework6:15
I want to know you a little bit!

What is customer service4:01
The role of customer service agent6:40
What's customer success and the difference10:14
How to provide SERVICE to your customers5:39
SERVICE framework0:15
TOOL: SERVICE self-assessment0:26
INSTRUCTION: how to use your SERVICE self-assessment9:47
The big picture: understand the references behind the framework0:06
There are many articles defining what's customer service and how to achieve excellence. Let's break it down and make it visual with the SERVICE framework.
Self-assessing your SERVICE
Module assessment

Customer interaction cycle5:14
What do you want from your customers?5:41
Moment of Truth: How to identify the most decisive points7:30
Customer Road to Success: creating the decisive moments2:01
EXERCISE: What are your moments of truth?
The big picture: understand the references0:06
Let's review the basic structure of our communication with customers and how to create the perfect message for our interactions based on a practical model.
TOOL: Customer Road to Success0:14
INSTRUCTION: paving the road to your success7:24
Module assessment

It's all about communication6:12
The elements of an assertive communication5:17
Channel preferences amongst customers6:22
The big picture: understand the references0:09
There are many customer service channels, but how can we improve our relationship with our clients? Let's cover asynchronous and synchronous communication
Communication with customers0:10
Key points of online communication12:40
Key points of offline communication12:57
How to make your communication omnichannel10:17
Diagram of Communication: create the perfect message1:14
TOOL: Diagram of Communication0:10
INSTRUCTION: building your assertive messages7:08
EXERCISE: how does your audience communicate?
Module assessment

What's voice and tone4:12
Problems with current methods3:39
The EPPIC puzzle3:32
Finding your energy8:41
How do you position yourself?7:23
Using emotional component in your favor2:57
EXERCISE: what's your energy and positioning?
TOOL: EPPIC puzzle for brand voice0:10
INSTRUCTION: How to use the framework exercise4:15
Customer service scripts4:00
The Recipe to an Excellent Scripting8:17
Module assessment
Extra: How to be charismatic and friendly0:10
To learn how to be charismatic and friendly in customer service, we have to be aware of what others perceive as likeable traits. We'll see those here.

Why do customers complain7:17
How to deal with unhappy and angry customers0:11
Emotional intelligence in customer service0:10
Emotional intelligence in customer service has become a hot topic. Let's cover some specifics on how to apply it to our context and our routine.
When it's best to say no6:05
Make an angry customer LEAP to your side8:23
Master the LEAP model for customer service excellence: listen, empathize, apologize, and problem-solve to resolve issues, gather information, acknowledge feelings, and offer options.
LAY the ground with angry customers0:11
3 steps to LAY the ground2:43
The big picture: understand the references0:07
Dealing with angry customers is routine to every attendant, in person or over the phone. Get to know the LAY the Ground framework to better deal with it.
TOOL: 9 questions to LAY the ground0:16
INSTRUCTION: Lay the ground with your customer12:14
Lay a solid foundation for customer interactions by listening actively, giving the benefit of the doubt, uncovering underlying needs, and offering clear options with empathetic confirmation.
Structure to say NO14:50
Master the egyptian approach to saying no, empowering yourself, showing empathy, offering plausible justification, and presenting options to preserve customer trust.
EXERCISE: being an EGYPTIAN
Module assessment

Requirements

There's no prerequisite!

Description

Answer these questions:

Do you struggle dealing with angry customers?
Do you customers love you?
Do your customer recommend you to their friends?
Do you feel you are always at the mercy of your customers?

You may think that it's a very hard task to get customers to actually love your company, that only big companies can achieve that you that it's simply unpractical for a business like yours, but guess what: it's not!

Customer Service Excellence can help your business thrive in many ways, like increasing sales, make your customers recommend you to others, comment and rate your company (helping your marketing team), and it ultimately make your customers even more open to your calls and to your proposals.

In this course Customer Service Excellence, you will learn not only what's an excellent customer service and learn and see new unique and amazing tools and frameworks, but also how to shape your own customer services guidelines and also how to create strategies that fit perfectly to your business and customers, so you can achieve an excellent service.

What's in it:

Ten unique downloadable tools, ready to print
There are almost 70 lessons, short and straight to the point
More than 6 hours of content: the most complete course on Udemy
It's proven to be successful: it was built upon a face-to-face course
Ten written exercises for you to reflect on your skills
Watch it whenever you want and in the order you like
10 sections covering customer services from A to Z
Support and interaction with the instructor
Lifetime acess to the content
Certificate of conclusion

Who this course is for:

This course is ideal for people who already work with customer service, customer success, sales or general customer services and want to take the next step in their careers and guarantee that positive feedback at the end. This course will cover both face-to-face and virtual, such as telephone, email and help desk.
It also works for anyone who works as a coordinator, supervisor or manager of a customer service area or post-service, as it presents several techniques and concepts for you to structure your area and take it to the next level.
Agents who want to take a leadership role in customer service and would like to learn techniques for managing teams and preparing for an interview!

Customer Service Excellence - from customers to operations

What you'll learn

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Course content

Introduction8 lectures • 36min

Fundamentals to Customer Service8 lectures • 37min

Satisfy your customer needs6 lectures • 22min

Engage with them: designing your interactions to excellence7 lectures • 28min

Relationship building11 lectures • 1hr 3min

Voice: defining your style11 lectures • 47min

Improving your skills7 lectures • 32min

Conflicts and angry customers11 lectures • 52min

Efficiency with process4 lectures • 27min

Being consistent with your SERVICE7 lectures • 28min

Requirements

Description

Who this course is for: