What does the 360 Customer View course cover?
360 Customer View is covered here in 10 modules: Introduction to Customer Service Excellence: Understanding customer expectations, Understanding Customer Behavior: Developing customer personas, psychology of customer behavior, Effective Communication Skills: art of active listening, Asking the right questions and 7 more. The outline lists 40 specific topics, opening with defining customer service excellence and closing with evaluating progress.
How do you approach 360 Customer View step by step?
The work is sequenced in 10 stages. It starts with Introduction to Customer Service Excellence: Understanding customer expectations, moves through understanding Customer Behavior: Developing customer personas, psychology of customer behavior and Effective Communication Skills: art of active listening, Asking the right questions, and ends at Putting it all Together: Reviewing key takeaways, Creating an action plan.
What is in Module 1 of the 360 Customer View course?
Module 1 is Introduction to Customer Service Excellence: Understanding customer expectations. It works through defining customer service excellence, the importance of customer service in business, understanding customer expectations and 1 more. It sets the vocabulary the remaining 9 modules build on.
How is the 360 Customer View course delivered?
The 360 Customer View course is fully self-paced with immediate online access after enrolment. Access does not expire and future updates are included at no cost. It can be taken on any device, and a certificate of completion is issued by The Art of Service when you finish.
How much does the 360 Customer View course cost?
The 360 Customer View course is $199 as a one time payment. There is no subscription, no per seat licence and no hidden fee. Enrolment carries a 30 day satisfied or refunded guarantee, so it can be assessed in full before you commit.
Closely related courses: 360 Customer View Toolkit, Single Customer View Toolkit, Single Customer View Strategy Toolkit, Single Customer View Strategy.
More answers: what you get with every course, refund policy, all help answers.
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: Understanding customer expectations
- 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: Developing customer personas, psychology of customer behavior
- Understanding customer needs and preferences
- The psychology of customer behavior
- Identifying customer pain points
- Developing customer personas
Module 3. Effective Communication Skills: art of active listening, Asking the right questions
- 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: Creating personalized customer journeys
- 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: Resolving complaints effectively
- 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: role of empathy 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: Measuring customer loyalty, Understanding customer loyalty
- The importance of customer retention
- Understanding customer loyalty
- Developing strategies to improve customer retention
- Measuring customer loyalty
Module 8. Measuring Customer Service Performance: Measuring customer satisfaction
- 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: Developing a customer-centric mindset
- 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
- 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