Course Description

We are exposed to customer service (of one kind or another) at least once a day, every day of the week, fifty-two weeks of the year.  There are times when individuals, organizations and companies take the provision of good service, and the people who deliver it, for granted.  We should not – giving top quality Customer Service is an art form. 

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  

12.     CRM – It's not just an Option – It's here to STAY!
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?
 
13.   Customer Service Management Options of the Future!
People Orientated?   Technology Orientated?   Strategies,   How to best organize Customer Service for the future
 
 
  • Completely Online
  • Self-Paced
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider
 

Learning Outcomes

By successfully completing this course, students will be able to:
  • 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
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