Customer Service: The Six Things That All Clients Want
- 1 hour on-demand video
- Full lifetime access
- Access on mobile and TV
- Certificate of Completion
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- Understand what areas of business impact the customer experience
- Know the six key elements of a great customer experience.
- Be able to apply your knowledge in a practical way to improve business results
- Drive customer satisfaction in your business
- Attract new customers by giving them exactly what they want
- Nothing - just a willingness to learn!
Do you want to improve customer satisfaction? Are you really making your customers happy? Are you focusing on customer experience management in your business? Are you doing everything you can to give your clients what they want and need?
This course is aimed at helping you to design a customer experience that will truly differentiate you from the competition. Renowned customer service expert Nigel Greenwood will explore the six key things that customers want, no matter what your industry or business model is.
The customer experience is 70% of the buying decision, so providing a great customer experience is a critical factor for succeeding in business, and if you don't get it right, you're missing out on sales and profits. We know that "the customer is always right", but few businesses take the time to identify exactly what the customer actually wants.
This quickfire course explains:
What customer experience means
The 6 key elements of a great customer experience
Common mistakes businesses make
How to apply each element in business for fast, profitable, sustainable growth.
By the end of the course you will:
Understand what areas of business impact the customer experience
Know the 6 key elements of a great customer experience
Who is Nigel Greenwood?
Nigel has spent 30 years creating great customer experiences, is a successful author, presenter and lecturer, but is mostly someone who likes to keep things simple. He says it as it is, knows what customers want and loves making a difference.
- Entrepreneurs and business owners
- Anyone hoping to improve customer experience
- Anyone working in a client facing role
In this opening lecture, Nigel introduces himself and gives us an overview of the course ahead.
Here, Nigel lays the foundation by giving us a proper understanding of the meaning of 'Customer Experience' and explains why a good understanding of it is critical to success in business.
Nigel explains why making sure your business is as easy as possible to do business with is a critical component success. He also discusses how viewing your business through your customers' eyes can be a good approach to understanding things from their perspective.
In this lecture we are told that a key part of the customer's journey is setting their expectations. We do this by making sure we let them know:
- What will happen?
- When will it happen?
- How will it happen?
- How long will it take?
- What will you do?
- What do I need to do?
As in all aspects of life, trust is important. It can be difficult to earn and quick to lose. In this lecture, Nigel explains how pivotal is to be aware of which promises you are making and how you can make sure to keep them. He discusses two different types of promise, 'implicit' and 'explicit'.
As businesses get bigger it inevitably becomes harder and harder to engage with your customers on a truly personal level. This can often lead to a significant drop in customer loyalty and engagement. In this lecture Nigel explains how you can ensure to build a business that is based around customer needs as opposed to business needs.