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360 Customer View - A Complete Guide to Customer Service Mastery

360 Customer View - A Complete Guide to Customer Service Mastery

$199.00
When you get access:
Course access is prepared after purchase and delivered via email
How you learn:
Self-paced • Lifetime updates
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Trusted by professionals in 160+ countries
Toolkit Included:
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 Mastery



COURSE FORMAT & DELIVERY DETAILS

Course Overview

The 360 Customer View course is a comprehensive online training program designed to equip customer service professionals with the skills and knowledge needed to deliver exceptional customer experiences.

Course Format

  • Self-Paced: Yes, this course is self-paced, allowing you to learn at your own speed and convenience.
  • Online: Yes, the course is online, and you can access it from anywhere with an internet connection.
  • Live Virtual: No, this course is not live virtual; however, you will have access to instructor support.
  • On-Demand: Yes, the course is on-demand, and you can access it 24/7.

Course Schedule

  • Fixed Dates or Times: No, there are no fixed dates or times for this course; you can start it at any time.
  • Typical Completion Time: The typical completion time for this course is 12-16 weeks, depending on your pace.

Course Access

  • Lifetime Access: Yes, you will have lifetime access to the course materials.
  • Mobile-Friendly: Yes, the course is mobile-friendly, and you can access it on your smartphone or tablet.

Support and Resources

  • Instructor Support: You will have access to instructor support via email and discussion forums.
  • Downloadable Resources: You will receive access to a range of downloadable resources, including templates, toolkits, and worksheets.
  • Certificate of Completion: Upon completing the course, you will receive a Certificate of Completion issued by The Art of Service.


EXTENSIVE & DETAILED COURSE CURRICULUM

Module 1: Introduction to Customer Service Mastery

  • 1.1: Understanding the Importance of Customer Service
  • 1.2: Defining Customer Service Mastery
  • 1.3: Setting Customer Service Goals and Objectives

Module 2: Understanding Customer Needs and Expectations

  • 2.1: Identifying Customer Needs and Expectations
  • 2.2: Understanding Customer Behavior and Psychology
  • 2.3: Developing Customer Personas
  • 2.4: Creating Customer Journey Maps

Module 3: Effective Communication Skills

  • 3.1: Verbal and Non-Verbal Communication
  • 3.2: Active Listening Skills
  • 3.3: Clear and Concise Messaging
  • 3.4: Handling Customer Complaints and Feedback

Module 4: Building Customer Relationships

  • 4.1: Establishing Trust and Rapport
  • 4.2: Understanding Customer Loyalty and Retention
  • 4.3: Developing Customer-Centric Strategies
  • 4.4: Measuring Customer Satisfaction

Module 5: Customer Service Channels and Touchpoints

  • 5.1: Understanding Different Customer Service Channels
  • 5.2: Managing Phone, Email, and Chat Support
  • 5.3: Leveraging Social Media for Customer Service
  • 5.4: Optimizing Customer Service Touchpoints

Module 6: Handling Customer Complaints and Issues

  • 6.1: De-Escalating Customer Complaints
  • 6.2: Resolving Customer Issues Efficiently
  • 6.3: Turning Complaints into Opportunities
  • 6.4: Measuring and Improving Complaint Resolution

Module 7: Customer Service Metrics and Analytics

  • 7.1: Understanding Customer Service Metrics
  • 7.2: Measuring Customer Satisfaction (CSAT)
  • 7.3: Measuring Net Promoter Score (NPS)
  • 7.4: Analyzing Customer Service Data

Module 8: Customer Service Technology and Tools

  • 8.1: Overview of Customer Service Technology
  • 8.2: Using CRM Systems for Customer Service
  • 8.3: Leveraging AI and Chatbots
  • 8.4: Implementing Customer Service Software

Module 9: Creating a Customer-Centric Culture

  • 9.1: Building a Customer-Centric Organization
  • 9.2: Empowering Customer Service Teams
  • 9.3: Encouraging a Customer-Focused Mindset
  • 9.4: Measuring and Rewarding Customer-Centric Behavior

Module 10: Advanced Customer Service Techniques

  • 10.1: Advanced Communication Techniques
  • 10.2: Handling Complex Customer Issues
  • 10.3: Using Storytelling in Customer Service
  • 10.4: Creating Personalized Customer Experiences
Upon completing this comprehensive course, you will receive a Certificate of Completion issued by The Art of Service, demonstrating your mastery of customer service skills and knowledge.

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