Course Description
Customers love and cherish companies that treat them the way they (the customer) want to be treated. People are now prepared to pay more for good service. So the providers of the good service – YOU – are gems beyond price these days.
Whatever your reasons for considering this course, we can promise you that you will get even more than you might have thought from its contents. You will most likely pick up things you might not have considered before, or even been aware of – CRM for example!
This course will focus on these topics:
1. A Customer Centered/Focused Organization
How important is good customer service really? The evolution of Customer Service, TQM, Perceptions, The ‘Hot Button' of the ‘90s
2. Taking an honest look at your own customer service
Your current customer service profile, Self-evaluation – honestly! How does your company rate? Protocols, How do you & your company deal with Feelings?
3. Your company's Customer Service focus
In-focused, Customer-Focused, The 3 Basic Elements of Excellent Service, Are you friendly to customers? Customer Friendly Reflections, Expanding your understand of your Company's Definition of Service
4. Developing a Winning Customer Service Strategy
What are your current Customer Service Strategies? Key Strategies , Top Down Approach, Actually using the Feedback you ask for, Know thyself & it shall be true! The creation of client centric practices, The sheer economic necessity of Top Customer Service
5. The "Plus's" of exceptional Customer Service
Critical success factors , Consistency, Criteria, Recognizing Excellence/Reward & Recognition Factors, Awareness, Education
6. The WOW Customer Service Training & Service Excellence
The wisdom of choosing appropriate training, Brainstorming & Problem Solving Customer Service Enhancers, TIPS - The Coaching Approach, The Listen & Learn Approach
7. Which is the way to go: Surveys/Questionnaires, Interviews or Focus groups?
Surveys, Questionnaires, Interviews, Focus Groups, Who should conduct or run them? Which one should you use? HOW TO prepare a Top Customer Service Survey
8. Acquiring Customers & Keeping Them
Put yourself in the customers shoes, What does my customer actually want? Standards – making, measuring & managing, What you can measure you can manage, Reinventing your processes to suit the customer, Quality Groups What NOT to Do if you want to keep your customers
9. Those ‘Extras' & Miscellaneous Factors
Body Language, It's How You Say It that really counts, Your computer isn't always your best friend, The differences between data and information, The 2 "E's" – Ethics & Espionage
10. When the Going Becomes Rough -- What to Do!
When you need to say NO and how to say it! Seeing Red and Dealing with It! Take the Initiative and Bounce Back
11. Working in the World of the WEB!
The Internet has changed the rules & HOW! Automating the personal touch? Clicking with your Customers, Developing Trust & Loyalty – online, Customer Acquisition, Some rules for staying on the road to Success with E-Commerce
Exactly what is CRM? Is it the Latest & Greatest? How do we use it? Automating the personal touch, Defining the technical requirements, Choosing the right CRM tools, The amazing power of CRM, The correct CRM program for you, What defines success with CRM?
- Completely Online
- Self-Paced
- 6 Months to Complete
- 24/7 Availability
- Start Anytime
- PC & Mac Compatible
- Android & iOS Friendly
- Accredited CEUs
Learning Outcomes
- Define the customer-centered organization.
- Evaluate your own customer service objectively.
- Describe methods to make your company's customer service more central.
- Develop a winning customer service strategy
- Summarize the reasons for providing exceptional customer service.
- Describe ways for acquiring customers and retaining them.
- Demonstrate mastery of lesson content at levels of 70% or higher.
Assessment Guide
Assessment | Points |
---|---|
An Introduction | 1 points |
Lesson 1 Assignment | 2 points |
Lesson 1 : A Customer Centered/Focused Organization | 10 points |
Lesson 2 Assignment | 25 points |
Lesson 2 : Taking An Honest Look At Your Own Customer Service | 9 points |
Lesson 3 : Your Company's Customer Service Focus | 9 points |
Lesson 4 Assignment | 2 points |
Lesson 4 : Developing A Winning Customer Service Strategy | 10 points |
Lesson 5 Assignment | 1 points |
Lesson 5 : The "Plus's" Of Exceptional Customer Service | 9 points |
Lesson 6 Assignment | 25 points |
Lesson 6 : The WOW Factors Of Customer Service Training | 10 points |
Lesson 7 Assignment | 25 points |
Lesson 7 : The Way To Go: Surveys/Questionnaires, Interviews Or Focus Groups | 9 points |
Lesson 8 Assignment | 25 points |
Lesson 8 : Acquiring Customers & Keeping Them | 10 points |
Lesson 9 : Those ‘Extras' & Miscellaneous Factors | 10 points |
Lesson 10 Assignment | 25 points |
Lesson 10 : When The Going Becomes Rough -- What To Do! | 10 points |
Lesson 11 : Working In The World Of The Web! | 9 points |
Lesson 12 Assignment | 25 points |
Lesson 12 : CRM -- It's Not Just An Option -- It's Here To Stay! | 9 points |
Lesson 13 Assignment | 25 points |
Lesson 13 : Customer Service Management Options Of The Future! | 9 points |
The Final Exam | 62 points |