BRILLIANT CUSTOMER SERVICE - Enjoy Making the MAGIC Happen!
Overwhelm your customers with a NEW CULTURE and a NEW FOCUS - enhance your team's skill set by TRUSTING them to succeed!
Ratings 5.00 / 5.00
What You Will Learn!
- There are NINE main learning objectives in the program. They are vitally important, and are all comprehensively tested in our carefully designed assignments
- 1. Set DEMANDING GOALS with your teams to EXCEED YOUR CUSTOMERS' EXPECTATIONS of you. Create, and then display an approach that always offers something extra!
- 2. COMPARE YOUR SERVICE LEVELS against your competition. Then define challenging new goals with the insights that 'BENCHMARKING and 'POSITION MAPPING'suggest
- 3. Does your FACE-TO-FACE, TELEPHONE and EMAIL PRACTICE discourage your customers? Our carefully designed protocols are in place to display your professionalism
- 4. Do you have any ANGRY CUSTOMERS? Handle their issues more confidently by using this simple technique to understand your options. Then offer a better solution
- 5. We have a better way to handle complaints. Examine our SIX-STEP resolution process. Roll it out and retain unhappy customers who otherwise would leave you
- 6. Find ways of seeking Feedback, good or not so good, from everywhere. Learn from it and add immense value to all your customer relationships
- 7. One company allows all its front-line people to take ANY necessary customer decisions immediately - its senior management trusts its people to get it right!
- 8. Email is the main form of customer interaction. Introduce our clear style guidelines to immediately boost the credibility of your organization
- 9. Develop your own CRM (customer relationship management) system. We recommend many 'off-the-shelf' systems you could use - and some of them are free!
- Our QUIZ are questions designed to reinforce your learning. Some simple Yes/No, some complex discussion provokers - making sure that what you learn is retained
- Carefully developed assignments will help you define new customer service objectives. Formulate your own customer service approach and implement it immediately!
Description
Look no further - this is the best there is! Brilliantly successful on other platforms, this course is perfect for individual study. It's even more valuable when you roll it out to your teams. Our target? Transforming the quality of your customer interactions!
Twenty-five years of managerial experience - forged into powerful tools for you to use today! This course has been taught LIVE in over twenty countries and to thousands of delegates. Evaluations consistently average 9.0 on a 10-point scale!
My program, Brilliant Customer Service will become an expression of your talent. Fully engaged front-line people increase sales, increase customer retention, and reduce complaints. What's not to like? Oh - and they enjoy coming to work too!
Your Credibility defines your professionalism. When you are seen as credible, your colleagues and your customers will believe in you, but without professional credibility, nobody can believe in you. Work with me to implement the vital skills that will enhance your professionalism. I'll offer you well-researched strategies, tactics and tips - all based on real-world experience. I'll introduce you to powerful, assertive ways of dealing with people - techniques that will make your colleagues notice you. They'll see you taking better decisions and making more informed choices. This webinar will also boost your self-confidence and well-being as you notice those around you, your managers, but most importantly, your customers, learning to trust in your credibility - and you'll enjoy the experience too! And please remember this: credibility is the single most important quality that your managers - and your customers - need to see (ref: The Leadership Challenge - Kouzes and Posner).
This course is focused on enabling you to acquire, develop and implement professional customer service skills. Our confident front-line strategies also work for your senior management too! We analyze your organization's approach to customer service. We then offer strategies and tactics to reset your customer relationships, preparing you for the new demands of the future.
Brilliant Customer Service will bring you a huge competitive advantage - that's why we must get it right, this time and every time!
Although I'm new to Udemy, in over 20 years of working as a presenter and facilitator, I've delivered well over TWO THOUSAND LIVE seminars, facilitations, conferences and training courses in over 20 countries. I've also taught in university at postgraduate level. Please check out my real-world business experience when you scroll down to my profile.
Of course, 'if it ain't broke, don't fix it' may well apply to you - yours may be a perfect setup. However, for many of us, that belief might well be a refusal to face reality, and when we do notice that the world is passing us by, we realize we must improve the quality of our customer service simply in order to survive. It's then that the value of exploring some exciting alternative strategies and tactics becomes apparent.
Using ideas gained from this course, you can immediately differentiate yourselves from your competition by resetting your customer relationships. You will be working on your transactional behavior, raising your standards to meet the new demands of the future. And you will be doing this at little or no cost! Then, with your focus on the quality of service that your customers receive, you create a 'virtuous circle', becoming their first choice for repeat business!
We know that Brilliant Customer Service will bring you a huge competitive advantage, so we must get it right - this time and every time!
Set new goals to exceed your customers' expectations - and make that your new customer-focused behavior becomes a reflection of your high standards
See how the 'Total Product Concept' (TPC) will help to strategize your goal setting - see what your customers are really looking for - and rework your customer approach to provide it
See how one company empowers all its front-line people to take ANY necessary decisions immediately! Could you implement this as a customer service strategy?
Look at what's really happening in your market sector - become familiar with 'Benchmarking' and 'Position Mapping' so you can accurately compare your performance against the competition
Does your Face-to-Face, Telephone and Email practice encourage or discourage your customers? We can and must do better. Improve your 'meet and greet', your listening skills and your understanding of Tone and Body Language
'It's in the Email Detail': improve your customers' perception of you by introducing email protocols that enhance your credibility and present a consistent corporate image
Dealing with angry behaviors is often a serious challenge. Learn how to handle these behaviors professionally using simple psychological techniques that anyone can learn
Do you receive many Customer complaints? Introduce our six-step complaints resolution technique to your organization - yes SIX steps - and then roll it out as your policy to everyone!
They say that feedback is the 'Breakfast of Champions'. Use it - ask for feedback and respond positively to it
Develop your own CRM (customer relationship management) system. Make it possible for your front-line personnel to monitor each of their customer relationships. To assist you, we recommend some 'off-the-shelf' systems - and some of them are free!
A variety of Quiz questions keeps you on track and reinforces the main concepts of the course.
Each of our carefully designed assignments will assist you in defining and then developing your own customer service objectives
Who Should Attend!
- If you are just beginning your career, or you have many years of customer service experience, this course defines and emphasizes the vital skills that will enable us to survive the challenges of the future. We offer dozens of tips, ideas and strategies to assist those of you starting out on this exciting journey, but the course also offers more experienced people the opportunity for some intensive reflective practice. Our aim is simple: transform customer service indifference into customer service passion! Why? Because internet sales and anonymous online reviews challenge the survival of all our organizations. Clever 'Differentiation' may be the answer. It's a cost-free way of drawing customers to us. The content of this great webinar provides the means and the methods to improve the quality of our interactions; positively influencing our customers' perception of what we do and how we do it. It will help make them choose us in the first place and then subsequently, through our professionalism, encourage them to return to us rather than go elsewhere!