What does the 360 Customer View course cover?
360 Customer View is covered here in 10 modules: Understanding Customer Service Fundamentals, Customer Service Essentials, Understanding Customer Behavior and 7 more. The outline lists 36 specific topics, opening with defining Customer Service: Understanding the concept of customer service and its importance in business and closing with certificate Issuance: Receiving a certificate upon course completion issued by The Art of Service.
How do you approach 360 Customer View step by step?
The work is sequenced in 10 stages. It starts with Understanding Customer Service Fundamentals, moves through Customer Service Essentials and Understanding Customer Behavior, and ends at Course Wrap-Up and Next Steps. Each stage carries its own topic list, so the sequence is followed rather than summarised.
What is in Module 1 of the 360 Customer View course?
Module 1 is Understanding Customer Service Fundamentals. It works through 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 and customer Expectations: Understanding customer expectations and how to meet them. 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 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: Live Chat Support: Effective live chat support strategies
- 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