Customer Service - Being Consistently Excellent

Rating 4.0 out of 5 (3 ratings in Udemy)

What you'll learn

Understand and appreciate the importance of customer care for both you and the customer
Recognize the importance of customer perception and learn how to create a positive lasting impression with customers
Be aware of how you are perceived by your customers and have a plan of actions to improve
Identify and take positive actions on the 'G.A.P' in your customer service
Identify the usually considered ‘little things’ that affect …

Rating 4.0 out of 5 (3 ratings in Udemy)

What you'll learn

Understand and appreciate the importance of customer care for both you and the customer
Recognize the importance of customer perception and learn how to create a positive lasting impression with customers
Be aware of how you are perceived by your customers and have a plan of actions to improve
Identify and take positive actions on the 'G.A.P' in your customer service
Identify the usually considered ‘little things’ that affect customers perception and have a plan of actions to rectify them
Learn the importance of controlling and managing emotions when assisting difficult customers
Understand and appreciate the difference between transactional and relational customer service
Learn how to apply 'E.E.C' approach in the sandwich feedback model and apply when giving feedback
Learn how to handle difficult, dissatisfied customers and successfully apply the seven steps of handling customer complaints
Understand the importance of establishing personal customer brand and learn how to consistently deliver exceptional service that delights customers

Description

While a variety of elements go into creating a successful business, customer service is Center-Stage.

Excellent customer care is critical to the success of any business. Without positive relationships with our customers no business can survive in today's competitive marketplace.

Customer care has changed immensely over the years. Our customers have become less tolerant and more demanding. It is a huge challenge for us to meet these demands.

This course will help you evaluate your own behaviour against the customer service best practice standards to learn and appreciate where you need to make positive changes.

You will have the opportunity to explore and evaluate the relationship you currently have with your customers and learn sustainable practices that consistently delights them. The aim is to create a stable and rewarding experience that makes customers want to return time and time again.

This training course is aimed at anyone who deals with both internal and external customers.

'A customer is anyone who can not do their work unless you do yours'.

Remember that being in business requires a lot of additional skills. If a person is able to manage emotions while assisting difficult customers, this will lead to customer satisfaction and retention.

It Costs up to five times more to get a new customer than to keep one!

Customer service is what separates companies that thrive from those that fail.

My 23 years experience in the customer service environment, makes my training unique, practical and easy to understand.

I can confidently say customer service is my passion right from the time I started my career in the banking industry after varsity in 1997.
My roles have always centered around Customer care and these include; Personal Financial Consultant, Customer Service Manager, Branch Manager, Head of Retail Risk Credit and External Affairs Manager in the diamond industry.

My previous and current experience has equipped me with in-depth knowledge and practical skills of customer service.

As a leadership and Cognitive Behavioral Life Coach, I am able to relate with participants at all levels through my adaptability and good interpersonal skills.

My ability to motivate people to take deliberate and consistent action, ensures that the training gets embedded in the hearts and minds of participants and enables them to accomplish their goals and objectives.

I am looking forward to sharing the skills, my experiences and practical tools to transform your views, perceptions and approach to customer service.

“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” – Henry Ford

What others are saying about this course:

Duration 1 Hours 58 Minutes

Paid

Self paced

All Levels

English (US)

Rating 4.0 out of 5 (3 ratings in Udemy)

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