How To Win Repeat Customers Time And Time Again
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How To Win Repeat Customers Time And Time Again

Generating recurring business and customer loyalty through magnetic customer service
New
4.7 (3 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
3 students enrolled
Last updated 8/2017
English
Current price: $10 Original price: $35 Discount: 71% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1 hour on-demand video
  • 10 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Charm customers with these 4 customer service essentials
  • Create a profile of the ideal customer
  • Determine what your customers are looking for
  • Define what makes a product or service premium
  • Set internal benchmarks
  • Learn which part of the service is priority for your customer
View Curriculum
Requirements
  • Students require the enthusiasm to learn the benefits of implementing exemplary standards of customer service.
  • Interpersonal skills would help with the understanding of the programme concepts.
Description

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?

  • They understand that retaining customers is far more cost effective than acquiring new ones
  • Those customers are likely to make more purchases and
  • Referrals from loyal customers can add more value to  your business than paid advertising alone

This course is a must for the entrepreneur and anyone positioned on the customer service front line keen to build a loyal client base. 


Who is the target audience?
  • This course is for the product or service provider that wants to attract consistent business but struggles to win those repeat clients
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Curriculum For This Course
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Start Here
3 Lectures 03:24

Dolly describes what she does for businesses.

Preview 01:26

Lecture 2 discusses how businesses benefit from the strategies that successful companies use.

Preview 00:59

What you can expect from this course.

Preview 00:59
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Getting started
2 Lectures 03:40

Understand why preparation for learning and steps that can be taken to optimise the learning environment. 

Preview 03:08

These questions point to a simple action that can improve learning retention.

Preparing to learn
2 questions

The following lectures will explore :

  • Why you need to determine what's appealing
  • What's attracting the attention of your clients
  • How to attract your perfect client


Preview 00:32
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Why you need to do more
3 Lectures 05:19

This lecture describes today's sophisticated client and why customer service executives must strive for better than simply 'good' service

Preview 01:07

Examples of useful niche intelligence is given in this lecture.

Preview 01:38

Real examples of added value are given to illustrate that value comes in many different forms.

Preview 02:34

This question relates to predicting client future requirements

How can we figure out what the customer wants if he or she hasn't told us?
1 question
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How do you find that perfect client?
3 Lectures 05:20

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.

Know your customer
02:05

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

Find out more
01:16

Learn how to manage your client records. Make use of the data to enhance customer relationships and cater to your client needs.

Nurture and shape the relationship with CRM
01:59

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.

Strengthen customer relationships
2 questions
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Differentiating your service
6 Lectures 07:52

Introduction to the section explaining the type of service that you never want to deliver. 

A word of caution
00:32

Listen to examples of poor but all too common customer service activities

Are you doing these 3 things?
01:31

Customer service comparison - where would a customer prefer to spend their money?

Separate the good from the bad
01:34

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)

Is this the worst that thing?
01:11

Lecture 16 offers a couple of tips for acknowledging the customer.

Quick wins
01:00

The learner will reveal ways in which value could be added to his or her service.

Differentiating your service
02:04
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Building a better service
2 Lectures 02:23

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.

Why would customers want to spend more with you?
01:49

After this lecture the student will be able to describe why the business may be unaware of unhappy customers until it is too late.

They vote with their feet
00:34

The learner will describe why it is important to gauge the mood of the customer.

Unhappy customers
2 questions
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Evaluating products and services
3 Lectures 06:47

From this lecture the student will be able to describe the benefits of critically reviewing the business from all angles.

Start looking inward to increase your market share
01:32

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.

Quantify customer loyalty
04:39

The student is given suggestions on how to put the feedback into use.

Use that knowledge
00:36
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Your values dictate your service
2 Lectures 05:48

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?

Define your values
04:20

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 have the right personality to deliver great customer service?
01:28

Do you know what it takes to deliver great customer service?

adapted from quibblo.com, created by Southern States

Customer service personality type quiz
1 question
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Review
6 Lectures 03:40

This slide describes how we will now bring together everything that's been covered so far.

Coming up
00:11

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,

Be Accessible
00:21

 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.  

Tools that will help to get you noticed
01:14

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.

Always be gathering feedback
00:47

The student is reminded of the third step for winning new and repeat clients.

Be Giving
00:35

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.

Use CRM to enhance those important relationships
00:32
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In a nutshell
2 Lectures 02:56

The key points of customer satisfaction are conveniently brought together in this lecture.

Recap
01:14

The opportunity for students to share their ideas, voice constructive feedback and leave a rating.

32 - Conclusion
01:42
1 More Section
About the Instructor
Dolly Clarke MSc. KIM, BSc. (Hons) BIT
4.7 Average rating
3 Reviews
3 Students
1 Course
Productivity & Client Services Specialist

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.