Competition in business is fierce, yet there are some that appear to be unaffected as they remain head and shoulders above the others.
What do they know that others don't?
This course is a must for the entrepreneur and anyone positioned on the customer service front line keen to build a loyal client base.
Understand why preparation for learning and steps that can be taken to optimise the learning environment.
These questions point to a simple action that can improve learning retention.
This lecture describes today's sophisticated client and why customer service executives must strive for better than simply 'good' service
Real examples of added value are given to illustrate that value comes in many different forms.
This question relates to predicting client future requirements
The provider must have a clear vision of precisely the type of client he or she wants to work with so to be confident on what, where and to whom the superior service will be sold to generate the recurring revenue.
This lecture aims to help the student to work through the process of designing the perfect customer.
This session reveals that you can learn more about your client by simply asking. Also learn how to get customers to volunteer specific information that will help you to define your products
Learn how to manage your client records. Make use of the data to enhance customer relationships and cater to your client needs.
This quiz will help you to recognise the importance of customer information and how powerful software can be in the pursuit of managing that knowledg.
Introduction to the section explaining the type of service that you never want to deliver.
Listen to examples of poor but all too common customer service activities
Customer service comparison - where would a customer prefer to spend their money?
Learn what happens when attention is not being paid to the customer:
"At the end of the day people won't remember what you said or did, they will remember how you made them feel." (Maya Angelou)
Lecture 16 offers a couple of tips for acknowledging the customer.
The learner will reveal ways in which value could be added to his or her service.
Here the students will receive the statistical proof that money is no barrier and why customers will be willing to pay a premium for a service.
After this lecture the student will be able to describe why the business may be unaware of unhappy customers until it is too late.
The learner will describe why it is important to gauge the mood of the customer.
From this lecture the student will be able to describe the benefits of critically reviewing the business from all angles.
After this lecture the student will be equipped to list questions on areas that are important to the customer and to identify tools to help with the effort.
The student is given suggestions on how to put the feedback into use.
Whether you know it or not, businesses are driven by the values held by the leaders. By defining values, business owners can be confident in the daily decisions that need to be made and serve their customers by a code of ethics.
Students will learn how to refine their values into a word or phrase to embed into their business culture.
Why don't you share your one word with us?
What type of person is suitable to represent your business?
This may be hard to take but it may not be you!
After this session the students will be able to describe the best personality traits to deliver fantastic customer service.
Do you know what it takes to deliver great customer service?
adapted from quibblo.com, created by Southern States
This slide describes how we will now bring together everything that's been covered so far.
You may have the best service in the world; however, who will know if you don't put yourself out there? Students will know what the first step to winning customer service,
At the end of the session students will be able to describe some quick, cost effective ways to achieve business exposure.
The resource link will provide the results of a survey on real small businesses, illustrating common barriers which early stage entrepreneurs and established solo-preneurs become stuck on.
This lecture reminds the student that information gathering is constant. After this lecture the student will be able to list some useful tools for collecting feedback.
The student is reminded of the third step for winning new and repeat clients.
You'll need more control of your contract records and greater flexibility in the way in which those records are made use of. This lesson supports the idea that CRM applications may be the solution.
The key points of customer satisfaction are conveniently brought together in this lecture.
The opportunity for students to share their ideas, voice constructive feedback and leave a rating.
Hello I’m Dolly, a qualified project manager and your customer service specialist.
My background is data and knowledge management, and I’ve been supporting clients and sharing my knowledge for over 20 years.
Having travelled the world to learn best practices and implement projects for commercial and charitable organisations, my mission now is to make the strategies used in international organisations available to you so that you too can operate at your highest level and achieve your best results.