360 Customer View: A Complete Guide to Mastering Customer Service Essentials
Course Overview Welcome to the 360 Customer View course, a comprehensive and interactive program designed to equip you with the skills and knowledge needed to deliver exceptional customer service. Upon completion, you will receive a certificate issued by The Art of Service.
Course Curriculum Module 1: Understanding Customer Service Fundamentals
- Defining Customer Service: Understanding the concept of customer service and its importance in business
- Customer Service Models: Exploring different customer service models and their applications
- Customer Expectations: Understanding customer expectations and how to meet them
Module 2: Customer Service Essentials
- Communication Skills: Developing effective communication skills for customer service
- Active Listening: Understanding the importance of active listening in customer service
- Empathy and Understanding: Developing empathy and understanding in customer interactions
- Problem-Solving: Effective problem-solving techniques for customer service
Module 3: Understanding Customer Behavior
- Customer Buying Behavior: Understanding customer buying behavior and its impact on customer service
- Customer Needs and Wants: Identifying customer needs and wants
- Customer Motivations: Understanding customer motivations and how to leverage them
Module 4: Delivering Exceptional Customer Experiences
- Creating Positive Interactions: Techniques for creating positive customer interactions
- Personalization: Personalizing customer experiences
- Exceeding Expectations: Strategies for exceeding customer expectations
- Handling Complaints: Effective complaint handling techniques
Module 5: Customer Service Channels
- Phone and Email Support: Best practices for phone and email customer support
- Social Media Support: Providing customer support through social media
- Live Chat Support: Effective live chat support strategies
- Self-Service Options: Implementing self-service options for customers
Module 6: Measuring and Improving Customer Service
- Customer Feedback: Collecting and using customer feedback to improve service
- Customer Satisfaction Metrics: Understanding customer satisfaction metrics
- Net Promoter Score (NPS): Understanding and improving NPS
- Continuous Improvement: Strategies for continuous improvement in customer service
Module 7: Customer Service Technology
- Customer Relationship Management (CRM): Understanding CRM systems and their role in customer service
- Customer Service Software: Exploring customer service software options
- Omnichannel Customer Service: Implementing omnichannel customer service strategies
Module 8: Customer Service Team Management
- Building a Customer-Centric Culture: Strategies for building a customer-centric culture
- Customer Service Team Leadership: Effective leadership techniques for customer service teams
- Training and Development: Training and development strategies for customer service teams
- Performance Metrics and Monitoring: Monitoring and measuring customer service team performance
Module 9: Advanced Customer Service Techniques
- De-escalation Techniques: Techniques for de-escalating tense customer interactions
- Handling Difficult Customers: Strategies for handling difficult customers
- Proactive Customer Service: Proactive customer service strategies
- Customer Service Storytelling: Using storytelling in customer service
Module 10: Course Wrap-Up and Next Steps
- Course Recap: Reviewing key takeaways from the course
- Action Planning: Creating an action plan for implementing course learnings
- Certificate Issuance: Receiving a certificate upon course completion issued by The Art of Service
Course Features - Interactive Lessons: Engaging and interactive lessons to keep you motivated
- Real-World Applications: Practical, real-world examples to illustrate key concepts
- Expert Instructors: Learn from experienced instructors with a deep understanding of customer service
- Flexible Learning: Learn at your own pace, with lifetime access to course materials
- Mobile-Accessible: Access course materials on-the-go, with mobile-friendly design
- Community-Driven: Join a community of learners and professionals to share insights and best practices
- Gamification: Engaging gamification elements to make learning fun and interactive
- Progress Tracking: Track your progress and stay motivated with course progress tracking
By completing this comprehensive course, you will gain a deep understanding of customer service essentials and be equipped to deliver exceptional customer experiences. Upon completion, you will receive a certificate issued by The Art of Service.,
Module 1: Understanding Customer Service Fundamentals
- Defining Customer Service: Understanding the concept of customer service and its importance in business
- Customer Service Models: Exploring different customer service models and their applications
- Customer Expectations: Understanding customer expectations and how to meet them
Module 2: Customer Service Essentials
- Communication Skills: Developing effective communication skills for customer service
- Active Listening: Understanding the importance of active listening in customer service
- Empathy and Understanding: Developing empathy and understanding in customer interactions
- Problem-Solving: Effective problem-solving techniques for customer service
Module 3: Understanding Customer Behavior
- Customer Buying Behavior: Understanding customer buying behavior and its impact on customer service
- Customer Needs and Wants: Identifying customer needs and wants
- Customer Motivations: Understanding customer motivations and how to leverage them
Module 4: Delivering Exceptional Customer Experiences
- Creating Positive Interactions: Techniques for creating positive customer interactions
- Personalization: Personalizing customer experiences
- Exceeding Expectations: Strategies for exceeding customer expectations
- Handling Complaints: Effective complaint handling techniques
Module 5: Customer Service Channels
- Phone and Email Support: Best practices for phone and email customer support
- Social Media Support: Providing customer support through social media
- Live Chat Support: Effective live chat support strategies
- Self-Service Options: Implementing self-service options for customers
Module 6: Measuring and Improving Customer Service
- Customer Feedback: Collecting and using customer feedback to improve service
- Customer Satisfaction Metrics: Understanding customer satisfaction metrics
- Net Promoter Score (NPS): Understanding and improving NPS
- Continuous Improvement: Strategies for continuous improvement in customer service
Module 7: Customer Service Technology
- Customer Relationship Management (CRM): Understanding CRM systems and their role in customer service
- Customer Service Software: Exploring customer service software options
- Omnichannel Customer Service: Implementing omnichannel customer service strategies
Module 8: Customer Service Team Management
- Building a Customer-Centric Culture: Strategies for building a customer-centric culture
- Customer Service Team Leadership: Effective leadership techniques for customer service teams
- Training and Development: Training and development strategies for customer service teams
- Performance Metrics and Monitoring: Monitoring and measuring customer service team performance
Module 9: Advanced Customer Service Techniques
- De-escalation Techniques: Techniques for de-escalating tense customer interactions
- Handling Difficult Customers: Strategies for handling difficult customers
- Proactive Customer Service: Proactive customer service strategies
- Customer Service Storytelling: Using storytelling in customer service
Module 10: Course Wrap-Up and Next Steps
- Course Recap: Reviewing key takeaways from the course
- Action Planning: Creating an action plan for implementing course learnings
- Certificate Issuance: Receiving a certificate upon course completion issued by The Art of Service