Customer Service

Customer Service training leads to more money and a happier job? Polish your Customer Service through this course
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  • Lectures 54
  • Contents Video: 2 hours
    Other: 8 mins
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 11/2014 English

Course Description

Be the STRONG link in your CUSTOMER SERVICE chain, you can be - and you will be.

First Class Customer Service is the gold standard for better business - better business is the basis of better income - more cash for you and  happy days delivering great service.


What our students say...

"The instructor was clear, concise, informative and engaging which made it a pleasure to participate. I will be recommending this course to my staff if not paying for them to take it."

-- Stefan (Customer Service and Communication for Success student)

"Excellent presentation, great content and knowledgeable presenter."

-- Damien (Customer Service and Communication for Success student)


Never stop believing in the importance of the single customer

Do you remember that first customer? The care you took to make sure that your customer service was "over the top" impressive? This customer was crucial to the business.


We all agree that customer service and communication is very important. So why do we see lots of poor examples? Have you experienced the rude call centre person? Or the sales assistant busy chatting to a coworker? We all have!


We all know what bad customer service feels like. The fact that you are looking at customer service courses means you're ahead of the rest. This course takes you back to customer service basics.


Every single customer is irreplaceable!


Customer Service and Communications Training leads you on a journey that exceeds your customer's expectations, outperforms your competitors and makes you a valuable employee.


Discover the secrets to creating a Customer Service competitive advantage.

Master Customer Service and Communications skills in this course and crush your competition.


Understand your attitude towards customer service and communication. This course is interactive and we guarantee that we will add our customer service experience to you in the course material and in our interactive course challenges.

If you don't communicate with customers, you serve someone who does. Customer service skills are effective in building relationships within your organisation too.


How do you stack up in Customer Service and Communications?


Customer Service and Communication Training offers:

  • Training from instructors who live the material
  • Expert advice from real life experiences
  • Powerful tips and tricks for success
  • Our interaction with you - discussion on your customer experiences
  • Challenging activities
  • A platform to share your knowledge

Enrol risk-free today with Udemy's 30 day, no questions asked, money back guarantee.

Click "take this course" now - every hour you delay may be costing you customers. We look forward to sharing your journey.

What are the requirements?

  • Good knowledge of written and spoken English
  • Commitment to improve your customer service and communication skills
  • Commitment to completing all activities in the course

What am I going to get from this course?

  • Build successful and productive customer relationships
  • Provide outstanding customer service
  • Exceed customer expectations
  • Build good will by understanding customer needs
  • Look and feel great by staying energized, positive and in control
  • Sharpen your communications skills, skills that can be improved over a lifetime
  • State what customer service means in relation to all your customers
  • Connect effectively with customers by phone and email with correct ettiquette
  • Recognize how your attitude affects customer service
  • Understand and deal with difficult customers, insults, threats and complaints
  • Use outstanding customer service to generate return business
  • Understand and use verbal and non-verbal communication
  • Advance in their organisation through customer service success

What is the target audience?

  • anyone who wants to take their customer service skills to the next level... from good to great to guru
  • people wishing to create a competitive advantage through awesome customer service
  • business owners who want customers that are walking billboards for your products and services
  • managers who invest in employee's - a happy employee equals happy customers
  • students & job seekers who want to stand out from the crowd
  • employees who deal with other employees, the internal customers

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Getting Started With Customer Service
01:56

    Are you an owner, CEO or manager looking to improve your businesses customer service skills? Perhaps you are on the frontline, an entrepreneur, a job seeker wanting to grow yourself through life long learning. Then this course is for you.

    Looking to increase your competitive advantage? Then this course is for definitely you.This course is not about training. It is about empowering you to come up with your own solutions. The more you put into the activities outlined in this course, the more you will grow as a customer service provider who exceeds expectations

    A satisfied customer is an economic asset with high return and low risk. There-in lies your competitive advantage.

00:53

    By the end of this workshop, you will be able to:

    State what customer service means in relation to all your customers

    Recognize how your attitude affects customer service

    Identify your customers' needs

    Use outstanding customer service to generate return business

    Build good will through in-person customer service

    Provide outstanding customer service over the phone

    Connect with customer through online tools

    Deal with difficult customers

Article

The purpose of this activity is to highlight the importance of body language by sharing social or business encounters that were not based on spoken communication.

02:11

Customer service can be defined as any action you take to ensure the customer is happy.

Great customer service is the number one business essential.

01:21

      What is a customer?

      A customer is, in this day and age, anyone who uses a service.

      Who provides customer service in your organisation?

00:37

External customers:

·Take our products and services and pay for them

·Exist ‘outside’ the confines of our own organization

·Are open to approach from our competitors

·May not always be dependent upon us for products and services and may switch away to our competitors

02:12

Internal customers include anyone in your organization who relies on you for services, resources, or information.

Article

How you treat customers can mean the difference between a repeat customer who becomes a walking billboard or a lost opportunity and a chance the customer is going to use a competitor next time.

Knowing specific customer service skills you need in order to make the customer experience a positive one will go a long way. Knowing which customer service skills you don’t have, but are willing to actively work on is what will set you apart from the rest.

02:56

Have you heard the saying, "A happy employee means a happy customer?" It is true!

Companies with happy employees have:

51% lower turnover (Gallup)

22% higher profitability (Gallup)

43% more productivity (Haygroup)

125% less burnout (HBR)

10% higher customer metrics (Gallup)

Section 2: Attitude Matters!
00:57

To provide great customer service, you need to put energy and enthusiasm into your interactions with customers. Great customer service begins with a great attitude.

02:43

As a society, we are all aware that a lot of emphasis is put on individual appearance. To some extent this is actually something regrettable, as it means that people are prepared to judge a book by its cover.

02:09

As a society, we are all aware that a lot of emphasis is put on individual appearance. To some extent this is actually something regrettable, as it means that people are prepared to judge a book by its cover.

02:36

It is essential that anyone in a customer-facing job approaches their day in a sensible, structured fashion, which allows them to get the most out of themselves even on those low energy days.

03:55

Customer service is about connecting. Whether we are talking about life in general or becoming a better customer service provider, there is power in positivity.

Article

Think about different ways to help you feel more positive at work.

Section 3: What? The Customer has needs?
02:21

The first step in improving customer service is to determine what customer's value in their interactions with your organisation. What do they want? What do they need?

02:17

The more time you spend in a customer facing role, the more you will learn about the kinds of customer, and the different needs that they have.

01:51

Appearing impolite and almost trying to give the impression that you know the customer’s needs better than they themselves do, is something that will lose you sales.

04:45

    Every customer will have certain needs that have to be met in order to feel that they can walk away from a transaction satisfied.

    This is something you will look to achieve at every opportunity. In order for a transaction to be successful, the customer must leave with their basic need satisfied.

    Basic needs are those needs, which are absolutely essential to the transaction, the customer’s reason for coming to the store in the first place.

04:53
Exceeding expectations plays a big part in establishing your competitive advantage simply because…it’s not necessary. It is what will set you apart from your competitors. The customer will remember the things someone did for them that were completely unexpected, that another organization might not have done.
Article

Once you have met basic customer needs, think about what you can do to provide something extra.

04:29

A company that exceeds expectations.

Section 4: Generating Return Customers
03:04

Why is a relationship with your customers so important? Because it is the cornerstone of customer retention and customer retention is the key to business success.

Article

Whether you are trying to learn more about your customer or trying to fill a gap in the conversation, its great to know how to master the art of small talk and use it when necessary.

04:22

Any customer who feels that they have been given exemplary service will be like a walking billboard or a cheerleader for your company. This is something that many companies fail to keep in mind, and it costs them money in the long run.

03:39

No business, no matter how big or small, likes to have customers complain about the service they have received or the product they have bought.

Mistakes happen in life and in business, and so much of what we are about is shown by how we deal with the consequences of these mistakes. There-in lies your opportunity!

03:13

Sometimes, due to the limitations of your job, a customer will present you with a request that you simply cannot deliver on. They may well become insistent on the subject, and in some situations customers have been known to become abusive.

Dealing with this as a customer service provider can be difficult, but it is one of those challenges that makes you or breaks you in the role.

Section 5: Customer Service In Person
00:59

In-person interactions provide a great opportunity to build relationships with customers.

02:53

When it comes to customer confidence, being able to look a customer in the eye and tell them that you will get to the bottom of their request or issue does enable a certain amount of satisfaction on the part of the customer that is not easy to achieve in any other way.

03:07

Body language is honest in many ways because it happens by accident. When you are speaking to someone, you are likely to be doing things with your body that you do not even realize you are doing.

Section 6: Customer Service Over The Phone
02:57

Without body language, you only have tone and inflection to transmit, confidence to the customer. Practicing a reassuring tone in your voice with go a long way when communicating with your customer.

Article

Tips and tricks to think about when having a conversation over the phone.

00:48

As soon as you pick up the phone, body language becomes irrelevant. The success of your interactions depends almost entirely on your tone of voice and your choice of words.

Section 7: Customer Service By Email
00:39

A growing number of customer interactions are taking place via email. But email interactions have limitations. To provide excellent customer service via email, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.

02:04

In absence of body language, a telephone conversation leaves us relying on the inflection in our voice to give the correct interpretation to the words, in e-mail, we don’t even have that inflection to rely on.

There are still advantages to email.

02:27

When we speak out loud, our words have an inflection, they are absorbed by the listener, and then we move on. In an e-mail, it stays there on the page and can be read into a number of different ways.

Article

Some additional email tips and tricks

Article

The purpose of this activity is to highlight the importance of body language by sharing social or business encounters that were not based on spoken communication.

Section 8: Difficult Customers - What To Do!
00:40

One of the hardest challenges customer service staff face is dealing with difficult customers. Sometimes customers have a legitimate reason to be upset and sometimes they don’t. In either case, customer service staff needs to be prepared for dealing with difficult customers and finding ways to win them back.

02:52

"I can tell this is obviously a matter of some importance to you – I’d like to do what I can to help you”.

03:15

When your job entails dealing with customers, it is inevitable that from time to time some of those with whom you deal will be dissatisfied and in something of a mood.

Your job in this case – as in all cases of customer service – is to ensure that the issues are dealt with promptly and efficiently.

02:59

There may be times a customer will come to you with a problem that you cannot solve. You will be the one that will have to tell them.

In these cases it can be difficult to get your point across in a way that leaves the customer satisfied and seeing your point of view – but it is important to at least try.

03:36

When dealing with a customer who is angry, it can sometimes be difficult to maintain your own composure in the face of their protests.

Your job as a customer service provider is to try and solve their problem and to avoid getting agitated yourself. However, the fact is that we are all human and we all have our limits.

Section 9: Letting Customers Set Your Standards Is Dangerous
00:37

Providing great customer service does not mean that you have to put up with threats, intimidation, or vulgar language from customers. If customers are out of control, you need to take over the situation and protect yourself, staff and other customers.

02:34

There may be times when people will resort to such expressions of anger, and as a customer service provider it is up to you to decide what you will allow and what you won’t.

03:02

Insults are never nice to hear, embarrassing and always uncalled for.

03:55

Physical and verbal assault are both illegal and should be treated seriously.

02:43

As an employer, you have a responsibility to have policy in place to protect and guide your employees in dealing with difficult and perhaps dangerous customers .

Article

When dealing with difficult customers, there is power in sharing your stories and learning from actual experiences.

Section 10: Customer Service - It Takes Time
00:49

Here is a simple rule: Always give people more than they expect!

01:00

Getting customer service right is no easy matter. This is why the companies who are good at it have an above average record of customer retention.

03:13

10 tips to help you exceed expectations.

03:53

The book should be found anywhere you find employees.

03:02

In this ever-increasing competitive world, it is essential to continue to learn, grow and differentiate yourself

In taking this customer service course, you have done just that. I wish you continued success.

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Instructor Biography

Judy Clark, Trainer/Consultant/Online Educator

        I am passionate about delivering experiential training to the highest standard. Seeking to lead by example, I help people to push themselves, grow personally, improve their people skills, and to learn more, and learn often.

        “Every time I teach, I learn."

        I consider myself a learner every bit as much as a teacher. Infused with the need to share my passion, I provide a learning environment in which the experience is fun, involved, creative and engaging.

        I have been blessed to have a life that has included extensive travel, the experience of living in another country and a diverse background, all which have resulted in unique skill sets.

        My specialties include, eLearning, Communication, Customer Service, Professional Speaking, Business Development, Leadership & Influence, Public Speaking, Presentation Skills, Teamwork & Team-building, Job Search and Travel.

        Formal Qualifications:

        ·Certificate in master 150 hour (TEFL) Teaching English As a Foreign Language

        ·Certificate IV in Training & Assessment (Awarded Distinction)

        ·Advanced Diploma Resort & Tourism Management

        I'm a traveler, learner, writer, reader, manager of a house trained Aussie, and cat servant - the ultimate customer.

Instructor Biography

Alan Brooks, Educator at Udemy, yearning to learn and share equally.

I am passionate about Customer Service. Why? Well, I run a business and want my staff to get more business... but the real reason is, I am a customer!

With more than 30 years of management, sales and business experience at a senior level in the USA, Canada, Australasia and, rather happily, the Caribbean, I have practiced and taught Customer Service to many people. In my view, everyone in the company is in sales.

My background is in information technology and science. I have worked with Vital Statistics information management systems, Museum management systems and science programs. My experience is in government and corporate enterprise with large and small organisations, including the largest museums on the planet. Some of the great relationships I have built have been with wonderful people at the Smithsonian Institution in DC, the American Museum of Natural History in New York City, New York Botanic Gardens, Yale University and the Natural History Museum in London.

My talent for customer relations, sales, marketing, account management, project management, general management and human relations are built into this course. My experience producing on-line training and webinars for the museum and vital statistics markets fin the past five years has been great in the preparation of this course.

The secret to my continuing success? I build great relationships.

Alan relaxes by indulging his loves; travel, reading, learning, Judy and three pesky cats. An award winning public speaker, Alan is writing a novel and short scripts in between the development of new and exciting courses.

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