Stellar Customer Service to Drive Business & Lead Employees
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Stellar Customer Service to Drive Business & Lead Employees

In the quest to develop your organization's culture, don't leave out customers service. It should be a top priority.
0.0 (0 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
0 students enrolled
Last updated 3/2019
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Current price: $37.99 Original price: $54.99 Discount: 31% off
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This course includes
  • 1 hour on-demand video
  • 8 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Students will learn that Customer Service is the one aspect of any organization that can make or break it. Stellar Customer Service whether internal or external is imperative for the organization to thrive and survive. Stellar Customer Service is part of how to build an organization's culture.
Requirements
  • None
Description

The foundation of any organization who deals with a customer is Customer Service.  If you don't have stellar customer service, you may not have customers in your future.  These skills will help you train key employees who talk to customers every day and help with employee engagement and retention.

Customer Service is the one aspect of any organization that can make or break it. Stellar Customer Service whether internal or external is imperative for the organization to thrive and survive.

Think About:

1) Why is customer service important for any organization?

2) Why do I want to learn how to deliver stellar customer service?

3) Why would I use customer service skills both internally and externally inside my organization?

4) Why is customer service a difficult task inside any organization?

5) Why are organizations looking for people to deliver stellar customer service?

6) Why is everyone inside an organization responsible for customer service even if they are not inside the “customer service” department?

7) Why is it important for you to be the one that connects with the customer through your relationship with them over your competition?

Learning Objectives:

1) Understand the difference between a customer and a supplier.

2) Describe the challenges of delivering stellar service.

3) Describe the importance of your role in building customer loyalty through your connection with them relationally.

4) List key moments of truth in customer interactions.

5) Describe how customers define stellar service.

6) Plan for your own success in delivering the service qualities customers expect.

7) List actions you can take through your relational connection with the customer, to build customer loyalty.

#customerserivce #employeeengagement #drivesalesandbusiness #culturedevelopment #businessculture #employeeretention

Who this course is for:
  • Any business owner, anyone working in a business or working for a business
Course content
Expand all 7 lectures 56:41
+ Welcome Introduction to Stellar Customer Service
1 lecture 04:48

I personally want to thank you for being here with me and my best friend in business...John Hatfield. 

We created this class to help organizations understand the importance of Customer Service.  We want to thank you from the bottom of our hearts for being here and being with us. 

All of our resources and videos are downloadable for you to share with your teams and use for team building and building of your organization's culture.

You have taken the first steps to changing the culture within your organization around Customer Service and we are very proud of you.

This is not an easy task you are about to take on, but that is why we are
here to help you step-by-step of the way.

Customer Service in your organization can make or break the organization.  Not following up with customers could make them leave your business and go to another quickly. 

Here are our Learning Objectives:

1) Understand the difference between a customer and a supplier.

2) Describe the challenges of delivering stellar service.

3) Describe the importance of your role in building customer loyalty through your connection with them relationally.

4) List key moments of truth in customer interactions.

5) Describe how customers define stellar service.

6) Plan for your own success in delivering the service qualities customers expect.

7) List actions you can take through your relational connection with the customer, to build customer loyalty.

Preview 04:48
+ Inside the Course
6 lectures 51:53

It is important to always remember that every single interaction with any person is critical.  It is how we build our brand as a business and it is what ends up to become the "FACE" of our business.  Customers can be internal or external, and the 1st impression is valuable.  One bad experience could cause a devastating downhill spiral for your business. 

Preview 05:56

In our transformation point #1, we review some great customer service data and industry facts.  We then go into 2 different exercises you can do or you can do with your teams to help get them into a stellar customer service mindset. 

Remember, as we teach all of our classes, mindset is important.  If you or the team around you does not have a mindset that customer service is important, they will not provide stellar customer service!

Transformation Point #1
08:22

In our transformation point #2, we review customer expectations.  I always go back to my example of when I was little and we used to order from Sears and JCPenny catalog all of the time through the mail. 

I remember that my mother used to get so upset with the customer service of these stores because returns back then were very difficult.  She would take the items back to the store and they would give her such a difficult time.  These customer service whoas stuck in my head into my 40's. 

As you are a customer to MANY things you purchase every day, what do you expect out of service of that provider?

We again go through some exercises that you and/or your team can go through together. 

Transformation Point #2
08:41

In our transformation point #3, we guide you through customer loyalty.  Why is our customer base and customer list so very important?  Why is our reputation even more important?  

Think about what we do with our reputation?  How much is that worth to us in business?

Transformatoin Point #3
12:48

In our final transformation point #4, we dive into how to measure our customer service for success.  In business today, nothing is as good as what is measured.  You cannot tell if you need to change or do better, or how well you are doing without analytics and measuring yourself with data. 

All aspects of business are the same.  Driving your team and  your business forward with analytics should be the foundation for your culture.  It should be an expectation.

Imagine that is happens every single day...but how many times have people inside or outside of your organization said generic blanket statements like:

"Skippy is always late"

"XYZ company has terrible hold times"

"Suzie never picks up the phone"

You can combat all of these generic blanket statements with true, live, fact data.  You can run data on all of these statements.  This is the MAIN WAY to change the perception of the business and the main way to build trust in your organization and build your brand and culture. 

Transformation Point #4
12:37

We want to personally thank you for taking the time to go through this class.  If you didn't learn anything new, at least we hope this was a mindset reminder and refresher for your outlook in the short time frame until it is put to the back of your mind. 

If you feel it is a good tool for all of your teammates, we are even more excited!  

We hope you follow us on Facebook and on our website.  We have other courses to offer like this on your journey to building your solid organizational culture!

Best of luck to you - Angelique & John

Closing Thoughts
03:29