Customer Service And Customer Experience: 6 Courses

In this opening lecture, Nigel introduces himself and tells us what we are going to be looking at throughout this course.

Before we dive into the 4 stages of the customer journey it is important to prepare properly. This preparation may be different depending on what type and size of business in which you are working.

In this lecture, Nigel tells us how to setup the workshop in which you and your colleagues map the customer journey. It is important to set out the objectives of this process and to invite the relevant people who are involved in the customer journey.

Now that we know how to setup the workshop and who to invite, Nigel describes how to go about actually designing your own customer journey map.

In this lecture, Nigel shows us how to use our newly formed customer journey map to make informed recommendations so that we can improve various elements of our business.

Change can be difficult, but it's critical to success. Now it's time to capitalise on our the hard work we've put into the customer journey map and to really implement changes in our business.

Having covered the key topics of the course, Nigel wraps things up and offers his final thoughts.

In this lecture Nigel explains why you should welcome customer complaints and how they can help you make your business better. He also explains the three key reasons why customers do complain: 
1 - Price
2 - Product
3 - Service

In this lecture Nigel explains how to handle complaints properly and how to turn a complainer into an advocate.

In this final lecture, Nigel explains how you can use the customer's complaints and the four key questions you need to ask the customer:

• What do we do well?

• What can we do better?

• What else could we do?

• How do you feel at this moment about doing business with us?

A warm introduction from Andy, who explains what the programme is all about. He highlights the challenges facing businesses today when it comes to customers and increasing expectations.

Andy introduces the principles of customer delight and why it's so important in today's competitive world. He highlights what this looks like and what it means for your business - and your customers. Download the 'Create Customer Delight With 3D Service E-book' supporting document.

This module gives you a chance to understand why customer delight is so important and to take time to evaluate the challenges you are up against when it comes to dealing with today's modern customers.

Introducing the 4 stages of creating outstanding customer expectations. 1. Being Easy To Buy From; 2. Exceeding Expectations; 3. Dealing With Disappointment; and 4. Doing It All Consistently. You will use an assessment tool to help you see how you and your business measure up, then what steps you need to take to deliver those outstanding customer experiences. Download the 'Create Outstanding Customer Experiences With 3D Service Assessment Tool' supporting document.

Andy poses the question 'How easy are you to deal with' and advises how to identify the barriers and blockages to excellent customer service in your business. He introduces the principles of the 'Sales Prevention Officer' - those things that irritate or annoy your customers and stop them buying/using your products and services - and helps you to eliminate them from your business. Download the 'Stand In Your Own Queues' supporting document.

This module introduces the '6 Ingredients Of Customer Delight' and gives you lots of real examples of what the concept looks like in a wide range of different businesses. Crucially, Andy provides you with proven tools and techniques to apply to your business. He shows you how to develop a plan to build 'Customer Delight' throughout the customer journey of your business.

'3D Businesses' empower and enable their people to deliver outstanding customer experiences consistently and this module explores how they do this. Importantly, it provides you with processes to make it work for your business.

Even in the most customer-focused businesses, things can go wrong. How you 'deal with disappointment' says a lot about your business and it can have a huge impact on what your customer does next. This lecture highlights the benefits of having effective feedback systems, both formal and informal, and using them to spot and deal with disappointment. As well as introducing the principles and 'mechanics' of Net Promoter Score, Andy will share with you the 'one question' that will help you measure and monitor customer satisfaction. Download the '2 Questions To Ask Your Customers' supporting document.

Andy brings the section together and helps you take a proactive approach to explore the key stages of your customers' journey. He takes you through a proven process for enhancing every customer touchpoint to create a consistently 'outstanding' customer experience and explains how to build it into the way you do business. Download the 'Customer Journey Mapping Tool' supporting document.

Andy recaps the key challenges facing businesses and encourages you to revisit the assessment tool with a 'fresh pair of eyes'. It also offers a fantastic chance to create and shape your very own 'Creating Outstanding Customer Experiences With 3D Service Plan'. Download the 'Create Outstanding Customer Experiences With 3D Service Assessment Toolkit' and 'Develop Your 3D Service Plan' supporting documents.

Andy's concluding thoughts and suggested next steps, plus details of his additional courses.

In this lecture, we'll set the foundation for the course and discuss what customer standard services are and how effective they can be when implemented correctly.

Download and complete the Setting Customer Service Standards Worksheet.

In this lecture we will look at how you begin your journey to creating a solid foundation for your customer service. We we will also look at how this can be implemented in your business.

Download and complete the The Foundations Of Working With Customers Worksheet.

Here, we'll talk about the ultimate goal of ensuring your customer service standards are kept consistent and high at all times. We will also look at what different goals can look like.

Download and complete The Ultimate Goal Worksheet.

Here, you'll discover the importance of customer service standards and how you can ensure you have both happy and repeat customers. We will also uncover the importance of being consistent with your customers.

Download and complete the Why It Is Important Worksheet.

Here we will learn the importance of putting yourself in the place of the customer to gain perspective on the service you would want and expect in their situation.

Download and complete the Getting Into The Shoes Of The Customer Worksheet.

Here we will consider the most important points of customer service and devise a plan that will enable you to set customer service standards in your business or organisation confidently. We will look at how customer service standards relies heavily on the way you employees see the business and their role.

Download and complete the Setting The Standard And Sticking To It Worksheet.

In the concluding lecture, we will reflect on the knowledge and skills you have acquired during the course and how you can utilise them in real-life scenarios.

In this lecture, we'll introduce the goals of the course and discuss what customer loyalty means, as well as define terms such as economic crisis and inflation.

Download and complete the Introduction Worksheet.

Here, you'll learn how an economic crisis affects consumers and some key buying trends of customers. We will also reflect on the benefits of "localness" and establishing your business's USP.

Download and complete the Sustain Customer Loyalty Worksheet.

This lecture will concentrate on the business implications and strategies for luring in new clients. In order to make your product or service a requirement for clients, we will investigate a cost-of-living business plan and best practices.

Download and complete the Combat The Issues Your Business May Be Facing Worksheet.

Here, you'll learn how the cost of living might affect customers. Moreover, we will look at buying trends and how businesses can effectively react to them. Here, we will identify buying trends and potential "cutbacks" that customers make to save money.

Download and complete the Stuggles Your Customer Will Be Having Worksheet.

This lecture will examine the best strategies for you to assist your clients. We'll assist you in feeling more knowledgeable about viewing situations from the perspective of the consumer.

Download and complete the Supporting Your Customers Worksheet.

This lecture will examine the reciprocal nature of loyalty, how it can be fostered and its social implications. We will discuss a list of ways your business can draw in and build loyal customers and demonstrate real-life examples.

Download and complete the Role Of Loyalty In An Economic Crisis Worksheet.

In the concluding lecture, we will reflect on the knowledge and skills you have acquired during the course and how you can utilise them in real-life scenarios.