Increase sales through great customer service skills
4.5 (22 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.
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Increase sales through great customer service skills

How do you: Build rapport? Handle difficult conversations? Improve your questioning & listening skills?
4.5 (22 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.
1,056 students enrolled
Created by Robert Da Costa
Last updated 11/2016
English
Current price: $10 Original price: $55 Discount: 82% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1 hour on-demand video
  • 6 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Interact with customers using best practise techniques and skills to have fantastic engagement and customer service skills
View Curriculum
Requirements
  • Willingness to learn
Description

If you want to have a fantastic long term relationship with your customer then this course is a must for you and your staff.

It doesn't contain hours of needless video content but everything you and your team need to know to build a trusted and sustained relationship with customers from improving your listening skills to questioning techniques that enable you to get to the heart of the issue as quickly as possible.  I will show you how to build empathy (not sympathy) with your customers and provide you with tools and techniques for dealing with challenging customers.  

The course contains many downloadable tools and templates that you can use to support you in delivering exceptional customer service resulting in increased sales and long term relationships.

Who is the target audience?
  • Anyone who has to deal with customers; either face to face or via the phone
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Curriculum For This Course
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Introduction
3 Lectures 03:52

What are the benefits of great customer service.  It's not just about happy customers.  This lecture explores the key advantages of great customer relationships.

Preview 01:17

Why should you provide great customer service?  What's in it for you?

Preview 01:54

If we understand exactly who our customers are, we will be able to effectively communicate with them.

The key to great customer service
00:41
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Understanding your customers
3 Lectures 11:31

What is a customer persona and how do i define mine?

Defining customer personas
01:43

This lecture takes you through the steps of defining your customer personas.

Step by step guide to creating your customer personas
08:23

Now you have defined your customer personas, how do you use them?

How to use your customer personas
01:25
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Connecting with your customer - providing the appropriate levels of service
3 Lectures 14:15

To run a profitable business we need to ensure our service levels are in line with our product and prices. This lecture explores the concept of being aligned.

Your market position and service levels
03:27

What is the difference between a Standard Service and an Extra Service? This key lecture helps you understand and most importantly, communicate with your customer.

Standards and extras
09:27

I introduce the RATER method that your clients will use when evaluating your service delivery levels.

How your customer evaluates your service levels
01:21
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Questioning skills
1 Lecture 05:34
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Dealing with difficult customers
5 Lectures 10:40

What is the difference between Empathy and Sympathy and why is Empathy good and Sympathy bad (when dealing with a challenging customer)?

Preview 02:03

A practical 8-step guide to handling a difficult customer

8 steps to dealing with difficult customers
04:20

Dealing with an angry customer
00:22

Example of poor customer service
01:47

test

Test you customer service skills
5 questions

Example of good customer service
02:08
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Giving difficult feedback
2 Lectures 05:06
Giving difficult feedback
01:56

Feedback stages of acceptance
03:10
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Listening skills
1 Lecture 04:39
Active Listening
04:39
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Wrap up and next steps
1 Lecture 01:40

Now you are at the end of the course, download the workbook to capture your key learnings.

Summary and recap
01:40
About the Instructor
Robert Da Costa
4.4 Average rating
69 Reviews
3,296 Students
4 Courses
Business coach and trainer

Rob has 25+ years of commercial business experience from working in blue chip companies to starting, growing and selling his own successful PR, Marketing and Design agency. 

In 1991 he started his own marketing agency and over the next 11 years built an award winning business with 25 staff and revenues in excess of £1.5m.  He sold the business in 2002 and then retrained to become a coach and mentor. Since forming Da Costa Coaching in 2007 he has been helping owner-managed businesses to start and grow their business in a profitable and sustainable way.

His coaching style is business and results focused, empathetic yet challenging.  He is totally passionate about facilitating clients to get the fast positive results and is excited to launch a series of online coaching workshops.  Having spent 10 years helping 100s of businesses, he now wants to share his knowledge and experience with a wider audience via his online business courses