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360 Customer View - A Complete Guide to Customer Service Excellence

360 Customer View - A Complete Guide to Customer Service Excellence

$199.00
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Course access is prepared after purchase and delivered via email
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Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
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360 Customer View - A Complete Guide to Customer Service Excellence



Course Overview

This comprehensive course is designed to equip customer service professionals with the skills and knowledge needed to deliver exceptional customer experiences. Through a combination of interactive lessons, real-world examples, and hands-on projects, participants will gain a 360-degree view of customer service excellence.



Course Objectives

  • Understand the principles of customer service excellence
  • Develop effective communication skills to resolve customer complaints
  • Learn how to personalize customer experiences
  • Understand the importance of empathy and emotional intelligence in customer service
  • Develop strategies to improve customer retention and loyalty


Course Outline

Module 1: Introduction to Customer Service Excellence

  • Defining customer service excellence
  • The importance of customer service in business
  • Understanding customer expectations
  • The role of customer service in building customer loyalty

Module 2: Understanding Customer Behavior

  • Understanding customer needs and preferences
  • The psychology of customer behavior
  • Identifying customer pain points
  • Developing customer personas

Module 3: Effective Communication Skills

  • The art of active listening
  • Verbal and non-verbal communication skills
  • Asking the right questions
  • Providing clear and concise responses

Module 4: Personalizing Customer Experiences

  • Understanding the importance of personalization
  • Using customer data to personalize experiences
  • Creating personalized customer journeys
  • Measuring the impact of personalization

Module 5: Handling Customer Complaints

  • The importance of effective complaint handling
  • Understanding customer complaints
  • Developing a complaint handling process
  • Resolving complaints effectively

Module 6: Empathy and Emotional Intelligence in Customer Service

  • The role of empathy in customer service
  • Understanding emotional intelligence
  • Developing emotional intelligence in customer service
  • Using empathy to resolve customer complaints

Module 7: Customer Retention and Loyalty

  • The importance of customer retention
  • Understanding customer loyalty
  • Developing strategies to improve customer retention
  • Measuring customer loyalty

Module 8: Measuring Customer Service Performance

  • Understanding key performance indicators (KPIs)
  • Measuring customer satisfaction
  • Using data to improve customer service
  • Benchmarking customer service performance

Module 9: Creating a Customer-Centric Culture

  • The importance of a customer-centric culture
  • Developing a customer-centric mindset
  • Creating a customer-centric organization
  • Embedding customer-centricity in business processes

Module 10: Putting it all Together

  • Reviewing key takeaways
  • Creating an action plan
  • Implementing changes
  • Evaluating progress


Course Features

  • Interactive Lessons: Engage with interactive lessons that include videos, quizzes, and gamification
  • Real-World Examples: Learn from real-world examples and case studies
  • Hands-on Projects: Apply your knowledge with hands-on projects
  • Bite-Sized Lessons: Learn in bite-sized chunks
  • Lifetime Access: Get lifetime access to course materials
  • Certification: Receive a certificate upon completion issued by The Art of Service
  • Flexible Learning: Learn at your own pace
  • User-Friendly: Access course materials on a user-friendly platform
  • Mobile-Accessible: Access course materials on-the-go
  • Community-Driven: Join a community of learners and experts
  • Progress Tracking: Track your progress


What to Expect

Upon completion of this course, participants will have gained a comprehensive understanding of customer service excellence and be equipped with the skills and knowledge needed to deliver exceptional customer experiences. Participants will receive a certificate issued by The Art of Service, demonstrating their expertise in customer service excellence.

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