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:

[A] stay back late making sure everything is just so and meet with your team to set out your expectations, or
[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

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

Frequently Asked Questions

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

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