Customer Service Excellence – from customers to operations

Customer Service Excellence – from customers to operations, available at $69.99, has an average rating of 4.26, with 81 lectures, 8 quizzes, based on 214 reviews, and has 1449 subscribers.

You will learn about You will learn how to service EVERY customer with excellence, in an organized way How to deal with unsatisfied customers, with a clear structure for answers You'll have practical tools at your disposal in any moment for every situation How to shape your customer service operations to excellence, modelling your business and structure You''ll get feedback from me for every assignment on the course In the end, you will better equipped to assume a leadership role on Customer Services This course is ideal for individuals who are This course is ideal for people who already work with customer service, customer success, sales or general customer services and want to take the next step in their careers and guarantee that positive feedback at the end. This course will cover both face-to-face and virtual, such as telephone, email and help desk. or It also works for anyone who works as a coordinator, supervisor or manager of a customer service area or post-service, as it presents several techniques and concepts for you to structure your area and take it to the next level. or Agents who want to take a leadership role in customer service and would like to learn techniques for managing teams and preparing for an interview! It is particularly useful for This course is ideal for people who already work with customer service, customer success, sales or general customer services and want to take the next step in their careers and guarantee that positive feedback at the end. This course will cover both face-to-face and virtual, such as telephone, email and help desk. or It also works for anyone who works as a coordinator, supervisor or manager of a customer service area or post-service, as it presents several techniques and concepts for you to structure your area and take it to the next level. or Agents who want to take a leadership role in customer service and would like to learn techniques for managing teams and preparing for an interview!.

Enroll now: Customer Service Excellence – from customers to operations

Summary

Title: Customer Service Excellence – from customers to operations

Price: $69.99

Average Rating: 4.26

Number of Lectures: 81

Number of Quizzes: 8

Number of Published Lectures: 81

Number of Published Quizzes: 8

Number of Curriculum Items: 100

Number of Published Curriculum Objects: 100

Original Price: $149.99

Quality Status: approved

Status: Live

What You Will Learn

You will learn how to service EVERY customer with excellence, in an organized way
How to deal with unsatisfied customers, with a clear structure for answers
You'll have practical tools at your disposal in any moment for every situation
How to shape your customer service operations to excellence, modelling your business and structure
You''ll get feedback from me for every assignment on the course
In the end, you will better equipped to assume a leadership role on Customer Services

Who Should Attend

This course is ideal for people who already work with customer service, customer success, sales or general customer services and want to take the next step in their careers and guarantee that positive feedback at the end. This course will cover both face-to-face and virtual, such as telephone, email and help desk.
It also works for anyone who works as a coordinator, supervisor or manager of a customer service area or post-service, as it presents several techniques and concepts for you to structure your area and take it to the next level.
Agents who want to take a leadership role in customer service and would like to learn techniques for managing teams and preparing for an interview!

Target Audiences

This course is ideal for people who already work with customer service, customer success, sales or general customer services and want to take the next step in their careers and guarantee that positive feedback at the end. This course will cover both face-to-face and virtual, such as telephone, email and help desk.
It also works for anyone who works as a coordinator, supervisor or manager of a customer service area or post-service, as it presents several techniques and concepts for you to structure your area and take it to the next level.
Agents who want to take a leadership role in customer service and would like to learn techniques for managing teams and preparing for an interview!

Answer these questions:

Do you struggle dealing with angry customers?
Do you customers love you?
Do your customer recommend you to their friends?
Do you feel you are always at the mercy of your customers?

You may think that it’s a very hard task to get customers to actually love your company, that only big companies can achieve that you that it’s simply unpractical for a business like yours, but guess what: it’s not!

Customer Service Excellence can help your business thrive in many ways, like increasing sales, make your customers recommend you to others, comment and rate your company (helping your marketing team), and it ultimately make your customers even more open to your calls and to your proposals.

In this course Customer Service Excellence, you will learn not only what’s an excellent customer service and learn and see new unique and amazing tools and frameworks, but also how to shape your own customer services guidelines and also how to create strategies that fit perfectly to your business and customers, so you can achieve an excellent service.

What’s in it:

Ten unique downloadable tools, ready to print
There are almost 70 lessons, short and straight to the point
More than 6 hours of content: the most complete course on Udemy
It’s proven to be successful: it was built upon a face-to-face course
Ten written exercises for you to reflect on your skills
Watch it whenever you want and in the order you like
10 sections covering customer services from A to Z
Support and interaction with the instructor
Lifetime acess to the content
Certificate of conclusion

Course Curriculum

Chapter 1: Introduction

Lecture 1: Hello, I'll be your instructor!

Lecture 2: How to navigate through this course

Lecture 3: What to expect when your customers are expecting

Lecture 4: Why does bad service happen

Lecture 5: The two things every customer need

Lecture 6: The big picture: understand the references behind the framework

Lecture 7: TOOL: The Attention and Care Framework

Lecture 8: INSTRUCTION: putting your personas into the framework

Chapter 2: Fundamentals to Customer Service

Lecture 1: What is customer service

Lecture 2: The role of customer service agent

Lecture 3: What's customer success and the difference

Lecture 4: How to provide SERVICE to your customers

Lecture 5: SERVICE framework

Lecture 6: TOOL: SERVICE self-assessment

Lecture 7: INSTRUCTION: how to use your SERVICE self-assessment

Lecture 8: The big picture: understand the references behind the framework

Chapter 3: Satisfy your customer needs

Lecture 1: What every customer needs

Lecture 2: Personas: types of customers

Lecture 3: How to use your persona to improve your service

Lecture 4: The Customer Need Slope: design your service

Lecture 5: TOOL: The Customer Need Slope

Lecture 6: INSTRUCTION: identify your customers' struggles and emotions

Chapter 4: Engage with them: designing your interactions to excellence

Lecture 1: Customer interaction cycle

Lecture 2: What do you want from your customers?

Lecture 3: Moment of Truth: How to identify the most decisive points

Lecture 4: Customer Road to Success: creating the decisive moments

Lecture 5: The big picture: understand the references

Lecture 6: TOOL: Customer Road to Success

Lecture 7: INSTRUCTION: paving the road to your success

Chapter 5: Relationship building

Lecture 1: It's all about communication

Lecture 2: The elements of an assertive communication

Lecture 3: Channel preferences amongst customers

Lecture 4: The big picture: understand the references

Lecture 5: Communication with customers

Lecture 6: Key points of online communication

Lecture 7: Key points of offline communication

Lecture 8: How to make your communication omnichannel

Lecture 9: Diagram of Communication: create the perfect message

Lecture 10: TOOL: Diagram of Communication

Lecture 11: INSTRUCTION: building your assertive messages

Chapter 6: Voice: defining your style

Lecture 1: What's voice and tone

Lecture 2: Problems with current methods

Lecture 3: The EPPIC puzzle

Lecture 4: Finding your energy

Lecture 5: How do you position yourself?

Lecture 6: Using emotional component in your favor

Lecture 7: TOOL: EPPIC puzzle for brand voice

Lecture 8: INSTRUCTION: How to use the framework exercise

Lecture 9: Customer service scripts

Lecture 10: The Recipe to an Excellent Scripting

Lecture 11: Extra: How to be charismatic and friendly

Chapter 7: Improving your skills

Lecture 1: The qualities of a customer service agent

Lecture 2: How to define your skills

Lecture 3: Remember what customer service is all about

Lecture 4: How to assess your skills

Lecture 5: Skill Scale: how to measure skills and behaviours

Lecture 6: TOOL: Skill Rule Creation Exercise

Lecture 7: INSTRUCTION: How to create your own skill scales

Chapter 8: Conflicts and angry customers

Lecture 1: Why do customers complain

Lecture 2: How to deal with unhappy and angry customers

Lecture 3: Emotional intelligence in customer service

Lecture 4: When it's best to say no

Lecture 5: Make an angry customer LEAP to your side

Lecture 6: LAY the ground with angry customers

Lecture 7: 3 steps to LAY the ground

Lecture 8: The big picture: understand the references

Lecture 9: TOOL: 9 questions to LAY the ground

Lecture 10: INSTRUCTION: Lay the ground with your customer

Lecture 11: Structure to say NO

Chapter 9: Efficiency with process

Lecture 1: Customer Services softwares

Lecture 2: The big picture: Understand the references

Lecture 3: Establish clear goals

Lecture 4: Map of Highlights: what makes your company service great?

Instructors

Ivan Chagas
Designer Instrucional, Top Instructor, 11k students

Rating Distribution

1 stars: 7 votes
2 stars: 9 votes
3 stars: 19 votes
4 stars: 61 votes
5 stars: 118 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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