COURSE DESCRIPTION
This course is for you if you are looking to create a competitive advantage by enhancing customer interactions, increasing job performance (your own, your employees or both), increase career prospects, profit from happy customers, looking to be challenged, or simply if you want to grow.
Why does customer service matter? It cost five times more to attract a new customer than an existing one. If you can exceed your customer’s expectations you will outperform the market!
You will also learn skills to create an employee first culture. Why is that important to customer service? Companies with happy employees have:
22% higher profitability
10% higher customer metrics
43% more productivity
The bottom line is a satisfied
employee equates to a satisfied customer who is an economic asset with
high return and low risk.
This self-paced interactive course offers:
Video
Audio
Text
Activities
A platform to share your knowledge
This 8-hour course will examine your attitudes and how they are affecting your work. It will challenge you to think of new ways to exceed expectations and give you a chance to interact, teach and learn from others.
If you are not serving the customer, your job is to be serving someone who is.
How do you stack up?
You will receive a 100% refund in the first 30 days if you are not happy with the course.
Click the "take this course" button at the top
of the page. Every hour you delay may be costing you customers.
CURRICULUM
Your Attitude
10 Tips Audio
7 questions
Activity: Body Language
Activity: Build Rapport
Activity: Customer Service Skills
Activity: Difficult Customers - Your Story
Activity: Exceeding Expectations - Your Story
Activity: Positivity
Activity: Pre-Assignment
Attitude Matters!
Be Positive
Body Language Is No Longer Relevant
Communicating Effectively Via Email
Complaints
Congratulations
Customer Service, What is it Exactly?
Dealing With Legal And Physical Threats
Decelerate Anger
Difficult Customers - What To Do!
Email
Email Tips & Tricks List
Email: Advantages & Disadvantages
Email: Tips & Tricks
Exceeding Expectations
Exploring External Customers
Exploring Internal Customers
Find Common Ground
Following up: This Is The Beginning - Not The End
For Employers - Let's Talk
For Employers - Your Policy
Generating Return Customers
Getting Started
I Swear - Dealing With Vulgarity
Identifying Customer Needs
In Person
In Person - Opportunity
In Person - The Advantages And Disadvantages
In Person - Your Body Speaks.
Introduction
It Takes Time
Letting Customers Set Your Standards Is Dangerous
Managing Your Own Emotions
Market Story
Meeting Basic Needs
Objectives
Over The Phone
Over The Phone - The Advantages And Disadvantages
Over the Phone Tips and Tricks
Recover Difficult Customers
Set Limits
Seven Situations of Difficult Customers
Smiling Releases Endorphins
Stay Energized
That's Insulting
The Book
The Difficult Customer
The Importance of Your Appearance
The Relationship
Tips
To Judge or Not To Judge
Understand The Customers Situation
Understanding When To Escalate
What Is A Customer?
What? The Customer has needs?
Wow Your Customers Every Time
LINK FOR THE FREE COURSE
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