Increase sales through great customer service skills

Name: Increase sales through great customer service skills
Rating: 4.2 (229 reviews)

How do you: Build rapport? Handle difficult conversations? Improve your questioning & listening skills?

Created byRobert Da Costa

Last updated 11/2018

English

What you'll learn

Interact with customers using best practise techniques and skills to have fantastic engagement and customer service skills
Learn how to handle clients in all types of situation

Course content

8 sections • 19 lectures • 57m total length

Introduction1:17
What are the benefits of great customer service? It's not just about happy customers. This lecture explores the key advantages of great customer relationships and how it will improve your bottom line.
Why should I provide great customer service?1:54
Why should you provide great customer service? What's in it for you?
The key to great customer service0:41
If we understand exactly who our customers are, we will be able to effectively communicate with them.

Your market position and service levels3:27
To run a profitable business we need to ensure our service levels are in line with our product and prices. This lecture explores the concept of being aligned.
Standards and extras9:27
What is the difference between a Standard Service and an Extra Service? This key lecture helps you understand and most importantly, communicate with your customer.
How your customer evaluates your service levels1:21
I introduce the RATER method that your clients will use when evaluating your service delivery levels.

Empathy v Sympathy2:03
What is the difference between Empathy and Sympathy and why is Empathy good and Sympathy bad (when dealing with a challenging customer)?
8 steps to dealing with difficult customers4:20
A practical 8-step guide to handling a difficult customer
Dealing with an angry customer0:22
Example of poor customer service1:47
Test you customer service skills
Example of good customer service2:08

Requirements

Willingness to learn

Description

If you can retain long term customers rather than constantly replacing them with new clients, then it can increase your profit by over 50%.

If this is a challenge for you then this course is a must for you and your staff. It doesn't contain hours of needless video content but everything you and your team need to know to build a trusted and sustained relationship with customers from improving your listening skills to questioning techniques that enable you to get to the heart of the issue as quickly as possible. I will show you how to build empathy (not sympathy) with your customers and provide you with tools and techniques for dealing with challenging customers.

The course contains many downloadable tools and templates that you can use to support you in delivering exceptional customer service resulting in increased sales and long term relationships.

STOP PRESS: This course has now been used by hundreds of organisations as their defacto customer service training tool

Who this course is for:

Anyone who has to deal with customers; either face to face or via the phone

Increase sales through great customer service skills

What you'll learn

Explore related topics

Course content

Introduction3 lectures • 4min

Understanding your customers3 lectures • 12min

Connecting with your customer - providing the appropriate levels of service3 lectures • 14min

Questioning skills1 lecture • 6min

Dealing with difficult customers5 lectures • 11min

Giving difficult feedback2 lectures • 5min

Listening skills1 lecture • 5min

Wrap up and next steps1 lecture • 2min

Requirements

Description

Who this course is for: