Creating Customer Service Success

Course Curriculum

Chapter 1: Introduction

Lecture 1: Welcome

Chapter 2: Understanding What Customers Really Want

Lecture 1: Introduction

Lecture 2: Goals and Objectives

Lecture 3: Control of the Situation

Lecture 4: Security

Lecture 5: Friendliness

Lecture 6: Fairness during the Service Encounter

Lecture 7: Importance

Lecture 8: Performance

Lecture 9: Understanding

Lecture 10: Recognition

Lecture 11: Satisfaction

Lecture 12: Appreciation

Chapter 3: What Service Providers Do

Lecture 1: Introduction

Lecture 2: Enjoy Helping Customers

Lecture 3: Enjoy Caring for the Customer

Lecture 4: Provide a Fair Service

Lecture 5: Know the Ins and Outs of the Job

Lecture 6: Consistently Deliver a Quality Service

Lecture 7: Provide Effective Communication

Lecture 8: Always Know the Limits

Lecture 9: Always Provide a Courteous Service

Lecture 10: Always Demonstrate a Professional Front

Lecture 11: Are Well Organised and Use Time-Management Well

Lecture 12: Always Use Effective Telephone Communication

Lecture 13: Always Help to Educate Their Customers

Lecture 14: Solve Problems as They Arise and Embrace Empowerment

Lecture 15: Always Do the Job Right, the First Time

Lecture 16: Are Honest and Always Keep Their Promises

Lecture 17: Keep Customers Up-to-date During the Service Encounter

Lecture 18: Take a Positive Approach to Complaints and Adopt a Can-do Attitude

Lecture 19: Always an Outstanding Ambassador for Their Organisation

Lecture 20: Always Get the Balance Right Between Customer and Organisational Needs

Lecture 21: Build an Effective Relationship with Their Management

Lecture 22: Build an Effective Rapport with Other Service Givers in their Organisation

Lecture 23: Identify, Recognise and Embrace Service Failures

Chapter 4: The 8 Step Method to Delivering Perfect Customer Service

Lecture 1: Introduction

Lecture 2: Step 1 – Create a Professional and Friendly Atmosphere

Lecture 3: Step 2 – Gather All The Required Information

Lecture 4: Step 3 – Verify the Information Received

Lecture 5: Step 4 – Propose an Achievable Plan of Action

Lecture 6: Step 5 – Agree on What Can Be Done, By Whom and By When

Lecture 7: Step 6 – Provide the Agreed Service

Lecture 8: Step 7 – Follow Up On the Service

Lecture 9: Step 8 – Review and Reflect On The Service Encounter

Chapter 5: Service Failure – When It All Goes Wrong

Lecture 1: Introduction

Lecture 2: What Is Service Failure

Lecture 3: What Is Service Recovery

Chapter 6: Dealing With The Angry Customer

Lecture 1: Introduction

Lecture 2: Why our Customers Get Angry

Lecture 3: Handling Complaints

Lecture 4: Putting Things Right – A 12 Step Model

Lecture 5: Step 1 – Listen, listen, listen!

Lecture 6: Step 2 – Don't fight back!

Lecture 7: Step 3 – Respond positively

Lecture 8: Step 4 – Empathise with the customer

Lecture 9: Step 5 – Question, question, question!

Lecture 10: Step 6 – Understand the customer's needs

Lecture 11: Step 7 – Confirm what can be done

Lecture 12: Step 8 – Provide alternative solutions

Lecture 13: Step 9 – Implement a course of action

Lecture 14: Step 10 – Follow-up

Lecture 15: Step 11 – Refer upwards if necessary

Lecture 16: Step 12 – Review and reflection

Chapter 7: Courtesy in the Workplace

Lecture 1: Introduction and Importance of Courtesy

Lecture 2: Benefits of Being Courteous

Lecture 3: Real vs Fake Courtesy

Chapter 8: Keeping Calm in the Workplace

Lecture 1: Introduction

Lecture 2: Having a Positive Attitude

Lecture 3: Have a Workplace Friend

Lecture 4: Taking Breaks

Lecture 5: Taking a Deep Breath

Lecture 6: Ask Questions

Chapter 9: End of the Course

Lecture 1: Well Done and Congratulations