Course Syllabus

 

Course Description

Mastering the Art of Exceptional Customer Service: Going Beyond the Basics

In today's competitive business landscape, merely satisfying the customer isn't enough. To truly stand out, businesses must strive to "wow" and astound their customers, leaving them spellbound after each transaction. Exceptional customer service has the potential to transform an ordinary customer interaction into a memorable experience, ensuring repeat business and fostering brand loyalty.

The buzz surrounding customer service in the contemporary corporate arena is undeniable. Most organizations recognize its pivotal role in determining success. They invest in strategies to elevate their customer service quality, constantly seeking metrics to measure and enhance it. However, herein lies a common pitfall. While many businesses ardently desire to achieve "exceptional customer service," they sometimes lack a clear understanding of what it genuinely entails.

Imagine this scenario: You enter a store, greeted promptly with a smile, assisted efficiently, treated fairly, and your concerns addressed with utmost honesty. Sounds like good customer service, doesn't it? But what if that's the baseline? What if that's what every other store offers? Would you remember this store distinctly or lump it together with all the others that provided a similarly satisfactory experience?

It's a fact; consumers gravitate towards businesses that prioritize their needs, and the quality of service is often a decisive factor in choosing where to shop. Yet, some companies fall into the trap of setting their customer service standards too low. They enumerate basic human courtesies—like fairness, honesty, promptness, and politeness—as their customer service goals. Although essential, these are foundational expectations that customers inherently have when they engage with any service provider. Merely adhering to these standards may lead to momentary contentment, but it won't guarantee loyalty.

A company solely focused on these basic tenets may find itself perplexed, wondering why their customer base isn't expanding or why they're losing to competitors. The stark reality is that if a business is only achieving the bare minimum, it's on borrowed time. Customers will eventually gravitate towards competitors that offer them more than just the basics.

Consider a contrasting scenario: A customer enters a store and, in addition to receiving all the foundational courtesies, experiences a series of delightful surprises. Perhaps it's an employee who goes out of their way to offer personalized recommendations, or maybe it's an unexpected discount at the checkout counter. These gestures, although simple, leave a lasting impact. The customer not only becomes a repeat visitor but also becomes an advocate for the brand, singing its praises to friends and family.

This course is dedicated to imparting the nuances of providing such unparalleled customer service. While it assumes that participants are already familiar with the basics of decent human interaction, it ventures beyond to uncover the secrets of truly remarkable customer service. Participants will learn strategies and techniques to distinguish their service, turning one-time customers into lifelong patrons.

In conclusion, in a world where businesses are vying for customer attention, it's crucial to go beyond mere satisfaction. This course is designed to equip participants with the tools and insights necessary to transform their customer service approach, ensuring they don't just satisfy, but genuinely astound their customers.

  • 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 customer service.
  • Describe how and why to put customers first.
  • Summarize methods to effectively communicate with customers.
  • Summarize techniques to build customer relationships.
  • Define the roles of appearance and impressions in customer relations.
  • Demonstrate proper telephone etiquette for customer service.
  • Demonstrate proper email etiquette for customer service.
  • Summarize techniques and strategies for handing difficult customers.
  • Describe the requirements and skills needed to manage a customer service department.
  • Create a Customer Service Policy.
  • Demonstrate mastery of lesson content at levels of 70% or higher.
 
 

Assessment Guide

Assessment Points
Lesson 1 Quiz 9 points
Lesson 2 Quiz 8 points
Open and Closed Questions 10 points
Lesson 3 Quiz 10 points
Lesson 4 Quiz 6 points
Lesson 5 Exam 8 points
Lesson 6 Quiz 7 points
Lesson 7 Exam 10 points
Lesson 8 Quiz 8 points
Customer is Not Happy 10 points
Lesson 9 Quiz 8 points
Customer Service Emails 10 points
Lesson 10 Exam 8 points
Lesson 11 Exam 9 points
Handling Difficult Customers 10 points
Lesson 12 Exam 9 points
Lesson 13 Exam 9 points
Lesson 14 Exam 6 points
Final Exam 111 points
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