4.6 out of 5
4.6
12 reviews on Udemy

Customer Service Excellence – from customers to operations

How to deal with dissatisfied and angry customers and create a human and excellent service
Instructor:
Ivan Chagas
879 students enrolled
English [Auto]
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

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:

  1. Ten unique downloadable tools, ready to print

  2. There are almost 70 lessons, short and straight to the point

  3. More than 6 hours of content: the most complete course on Udemy

  4. It’s proven to be successful: it was built upon a face-to-face course

  5. Ten written exercises for you to reflect on your skills

  6. Watch it whenever you want and in the order you like

  7. 10 sections covering customer services from A to Z

  8. Support and interaction with the instructor

  9. Lifetime acess to the content

  10. Certificate of conclusion

Introduction

1
Hello, I'll be your instructor!
2
Join our community!
3
How to navigate through this course
4
What to expect when your customers are expecting
5
Why do bad customer services happen?
6
Why does bad service happen
7
The two things every customer need
8
The big picture: understand the references behind the framework

If you want to learn how to serve your customers better, you have to understand that there are two things that everybody needs and your role

9
TOOL: The Attention and Care Framework
10
INSTRUCTION: putting your personas into the framework
11
I want to know you a little bit!

Fundamentals to Customer Service

1
What is customer service
2
The role of customer service agent
3
What's customer success and the difference
4
How to provide SERVICE to your customers
5
SERVICE framework
6
TOOL: SERVICE self-assessment
7
INSTRUCTION: how to use your SERVICE self-assessment
8
The big picture: understand the references behind the framework

There are many articles defining what's customer service and how to achieve excellence. Let's break it down and make it visual with the SERVICE framework.

9
Self-assessing your SERVICE
10
Module assessment

Satisfy your customer needs

1
What every customer needs
2
Personas: types of customers
3
EXERCISE: who are your personas?
4
How to use your persona to improve your service
5
The Customer Need Slope: design your service
6
TOOL: The Customer Need Slope
7
INSTRUCTION: identify your customers' struggles and emotions
8
Module assessment

Engage with them: designing your interactions to excellence

1
Customer interaction cycle
2
What do you want from your customers?
3
Moment of Truth: How to identify the most decisive points
4
Customer Road to Success: creating the decisive moments
5
EXERCISE: What are your moments of truth?
6
The big picture: understand the references

Let's review the basic structure of our communication with customers and how to create the perfect message for our interactions based on a practical model.

7
TOOL: Customer Road to Success
8
INSTRUCTION: paving the road to your success
9
Module assessment

Relationship building

1
It's all about communication
2
The elements of an assertive communication
3
Channel preferences amongst customers
4
The big picture: understand the references

There are many customer service channels, but how can we improve our relationship with our clients? Let's cover asynchronous and synchronous communication

5
Communication with customers
6
Key points of online communication
7
Key points of offline communication
8
How to make your communication omnichannel
9
Diagram of Communication: create the perfect message
10
TOOL: Diagram of Communication
11
INSTRUCTION: building your assertive messages
12
EXERCISE: how does your audience communicate?
13
Module assessment

Voice: defining your style

1
What's voice and tone
2
Problems with current methods
3
The EPPIC puzzle
4
Finding your energy
5
How do you position yourself?
6
Using emotional component in your favor
7
EXERCISE: what's your energy and positioning?
8
TOOL: EPPIC puzzle for brand voice
9
INSTRUCTION: How to use the framework exercise
10
Customer service scripts
11
The Recipe to an Excellent Scripting
12
Module assessment
13
Extra: How to be charismatic and friendly

To learn how to be charismatic and friendly in customer service, we have to be aware of what others perceive as likeable traits. We'll see those here.

Improving your skills

1
The qualities of a customer service agent
2
How to define your skills
3
Remember what customer service is all about
4
How to assess your skills
5
Skill Scale: how to measure skills and behaviours
6
TOOL: Skill Rule Creation Exercise
7
INSTRUCTION: How to create your own skill scales
8
EXERCISE: how do you measure one of your skills?
9
Module assessment

Conflicts and angry customers

1
Why do customers complain
2
How to deal with unhappy and angry customers
3
Emotional intelligence in customer service

Emotional intelligence in customer service has become a hot topic. Let's cover some specifics on how to apply it to our context and our routine.

4
When it's best to say no
5
Make an angry customer LEAP to your side
6
LAY the ground with angry customers
7
3 steps to LAY the ground
8
The big picture: understand the references

Dealing with angry customers is routine to every attendant, in person or over the phone. Get to know the LAY the Ground framework to better deal with it.

9
TOOL: 9 questions to LAY the ground
10
INSTRUCTION: Lay the ground with your customer
11
Structure to say NO
12
EXERCISE: being an EGYPTIAN
13
Module assessment

Efficiency with process

1
Customer Services softwares
2
The big picture: Understand the references

A more efficient customer service isn't only analyzing metrics: it's ensuring the customer has no bad surprises. You can achieve this with these 3 steps.

3
Establish clear goals
4
Map of Highlights: what makes your company service great?
5
EXERCISE: what's your blue ocean?
You can view and review the lecture materials indefinitely, like an on-demand channel.
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!
4.6
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12 Ratings

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Includes

6 hours on-demand video
22 articles
Full lifetime access
Access on mobile and TV
Certificate of Completion
Customer Service Excellence – from customers to operations
Price:
$178.98 $129

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