The Customer: Service at its BEST (MASTER SERIES)
The Customer: Service at its BEST (MASTER SERIES), available at $34.99, has an average rating of 3.8, with 69 lectures, based on 54 reviews, and has 272 subscribers.
You will learn about Develop a customer centric service strategy Recognise actions that can damage your customer centric service strategy Develop an effective customer journey map Identify the importance of team roles in delivering service Determine factors that create customer value Link service to outcome Develop strategies to support the modern day customer Drive a culture that welcomes customer feedback – and uses it effectively Develop strategies to proactively manage complaints before they arise Diffuse difficult customer situations to focus on actionable solutions Measure customer experience meaningfully Integrate customer experience metrics into staff KPI’s which drive the correct behaviours Build customer loyalty in your own business This course is ideal for individuals who are Anyone looking to improve the experience of their customers or Anyone with an interest in driving a strong customer focus within their organisation or Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to or Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation or Anyone from a small, medium or large organisation It is particularly useful for Anyone looking to improve the experience of their customers or Anyone with an interest in driving a strong customer focus within their organisation or Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to or Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation or Anyone from a small, medium or large organisation.
Enroll now: The Customer: Service at its BEST (MASTER SERIES)
Summary
Title: The Customer: Service at its BEST (MASTER SERIES)
Price: $34.99
Average Rating: 3.8
Number of Lectures: 69
Number of Published Lectures: 69
Number of Curriculum Items: 69
Number of Published Curriculum Objects: 69
Original Price: $99.99
Quality Status: approved
Status: Live
What You Will Learn
- Develop a customer centric service strategy
- Recognise actions that can damage your customer centric service strategy
- Develop an effective customer journey map
- Identify the importance of team roles in delivering service
- Determine factors that create customer value
- Link service to outcome
- Develop strategies to support the modern day customer
- Drive a culture that welcomes customer feedback – and uses it effectively
- Develop strategies to proactively manage complaints before they arise
- Diffuse difficult customer situations to focus on actionable solutions
- Measure customer experience meaningfully
- Integrate customer experience metrics into staff KPI’s which drive the correct behaviours
- Build customer loyalty in your own business
Who Should Attend
- Anyone looking to improve the experience of their customers
- Anyone with an interest in driving a strong customer focus within their organisation
- Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
- Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
- Anyone from a small, medium or large organisation
Target Audiences
- Anyone looking to improve the experience of their customers
- Anyone with an interest in driving a strong customer focus within their organisation
- Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
- Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
- Anyone from a small, medium or large organisation
There is no question about the impact great customer service has on an organisation. “The Customer: Service At Its Best” will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.
Here’s a test. You find out that your boss’s boss is going to come in the next day and will be giving you feedback on your customer offer, based on their experience with you.
Do you:
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[A] stay back late making sure everything is just so and meet with your team to set out your expectations, or
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[B] do everything just as you always do?
If you answered [A], then it’s highly likely you don’t have a customer centric culture, and you need a new strategy, stat!
Let Learoy challenge your current customer service strategy, expand your idea of what best practice customer service is, and guide you in providing the service, that you as a customer/human, would want to receive.
Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.
Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.
This Master Series will take you approximately 3-4hrs to complete and will cover all of the components required to build a customer centric workplace. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.
What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.
Course Curriculum
Chapter 1: Welcome to The Customer: Service at its BEST
Lecture 1: Welcome to Customer | At Your Service
Chapter 2: How to Build a Customer Service Strategy
Lecture 1: Thinking Like a Customer
Lecture 2: Damaging Your Customer Centric Strategies
Lecture 3: Develop Your Customer Strategy
Lecture 4: Building a Customer Centric Strategy
Lecture 5: The Story of Miffy and Good Beans
Lecture 6: Zappos and the Importance of Customer Experience
Lecture 7: Strategies for Improving the Customer Experience
Lecture 8: Google Garage – A Collaborative Work Space
Chapter 3: How to Map out the Customer Journey
Lecture 1: Mapping Out the Journey
Lecture 2: Building a Customer Journey Map
Lecture 3: Customer Service Issues
Lecture 4: Defining Critical Team Roles
Lecture 5: Customer Experience Strategy
Lecture 6: A Quote from Denise Lee Yohn
Lecture 7: Apple’s Five Steps of Service
Lecture 8: Explore More
Chapter 4: How to Understand Customer Needs
Lecture 1: The Service Profit Chain
Lecture 2: The Relationship Between Employee and Customer Satisfaction
Lecture 3: A Focus on the Internal Customer
Lecture 4: Identifying External Customer Needs
Lecture 5: Why Employee Satisfaction is Key for Customer Satisfaction
Lecture 6: A Quote from Mark Cuban
Lecture 7: Identifying the Modern Day Customer
Lecture 8: Strategies for the Modern Day Customer
Lecture 9: The Modern Shopper – Some Stats
Lecture 10: Expectations of Our Customers
Lecture 11: Why Exceed Customer Expectations
Lecture 12: Personalised Customer Experience
Lecture 13: Rogue Wallet Gets it Right
Lecture 14: Personalising for Your Customers
Lecture 15: Buying Habits of Contemporary Customers
Lecture 16: The Link Between Decision Making and Emotions
Lecture 17: Explore More
Lecture 18: What’s Your Game Plan?
Chapter 5: How to Manage Customer Feedback
Lecture 1: Providing Customer Feedback to Teams
Lecture 2: Developing a Strategy for Customer Complaints
Lecture 3: The Power of Social Media
Lecture 4: Handling a Customer Complaint
Lecture 5: How to Retain Our Customers
Lecture 6: Reasons for Customer Complaints
Lecture 7: Identifying Service Gaps
Lecture 8: How Customer Service has Changed
Lecture 9: Advice From Robert Bacal
Lecture 10: What’s Going on in There?
Lecture 11: Strategies for Managing Hostile Customers
Lecture 12: The Story of Mr Pritchard and Marty’s Electrical
Lecture 13: 7 Rules for Compensating Your Customer
Chapter 6: How to Develop Customer Centric Metrics
Lecture 1: Planning Customer Metrics
Lecture 2: Common Customer Experience Metrics
Lecture 3: Customer Service Metrics
Lecture 4: Some Common CEM Metrics
Lecture 5: Explore More
Lecture 6: How Zappos uses Net Promoter Scores
Lecture 7: Amazon’s Metrics Obsession
Lecture 8: Assessing Your Customer Journey
Lecture 9: What’s Your Game Plan?
Chapter 7: Welcome to How to Build Customer Loyalty
Lecture 1: Customer Lifetime Value
Lecture 2: Designing a Customer Loyalty Program
Lecture 3: Examples of Loyalty Programs that Worked
Lecture 4: More Loyalty Programs
Lecture 5: Keep Customers Keen
Lecture 6: Strategies to Retain Customers
Lecture 7: Ross Beard’s 5 Ways to Retain a Customer
Lecture 8: How to Create True Customer Advocates
Lecture 9: A Quote From Simon Mainwaring
Lecture 10: How Easy it is to Create Customer Opponents Rather than Advocates
Chapter 8: Congratulations! You have completed the Customer | At Your Service Journey
Lecture 1: Coaching Cards
Lecture 2: Customer | At Your Service
Instructors
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Learoy Tonight
Bite Size Learning
Rating Distribution
- 1 stars: 1 votes
- 2 stars: 3 votes
- 3 stars: 5 votes
- 4 stars: 21 votes
- 5 stars: 24 votes
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