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Course Description

Transform your customer service into something extraordinary and separate yourself from your competition. As a result, more repeat business will improve your bottom line. Extraordinary customer service comes from focusing on the few essential elements that yield big results. Discover how easy it is to tweak your customer service from the ordinary to the extraordinary. You will take away a customer service plan that will help you focus on the key elements of success.

 

Course Outline

Unit 1: Understanding Your Customer
  • Why customer service is important
  • Knowing your customer
  • Customers are constantly evaluating you
  • Basic customer service skills you may not have thought of
 
Unit 2: Setting Customer Expectations
  • Analyzing customer contacts
  • Developing internal customer targets
  • How to easily exceed your customers' expectations
 
Unit 3: Developing Effective Processes
  • What is working for your customers
  • Re-engineering your process
  • Ways to give the best information
  • Handling complaints
 
Unit 4: Marking Customer Service Extraordinary
  • Tweaking the customer's experience
  • Telling the world how great you are
  • Having fun

About Your Instructor


Greg Marsello has worked for over 40 years with organizations to implement extraordinary customer service best practices and strategies. Over 35 weeks a year he travels North America visiting organizations wanting to improve productivity and performance. Greg facilitates experiences on customer service and team building. He has worked with businesses, non-profits, churches, government agencies and a variety of different organizations.

 

 

 

Learner Outcomes

Upon successful completion of the course, you will:
  • Upon successful completion of this course, you will:
  • Know how no one succeeds without attracting and keeping loyal customers
  • Be able to describe the important distinction between hearing and listening
  • Have the knowledge of the importance of Web-based customer service
  • Be able to categorize customer turnoffs and reduce the related problems.
  • Be able to discuss the importance of exceeding customer expectations

Notes

Course Objectives
  • To provide those interested clarity on how no one succeeds without attracting and keeping loyal customers
  • To articulate how to get customers beyond mere satisfaction and develop customer loyalty
  • To address the important distinction between hearing and listening
  • To emphasize why feedback is so important
  • To present the importance of Web-based customer service
  • To identify and reduce customer turnoffs
  • To recognize the importance of exceeding customer expectations

Testimonials

"This course has been extremely beneficial to me as it enabled me to focus on the aspects of customer service that we normally take for granted." - Mrs. Eulampia Polius-Springer

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Thank you for your interest in this course. While we currently do not have a section open for enrollment, we invite you to join us the next time the class is offered. To ensure you don’t miss out, please complete a Course Inquiry and we’ll be sure to notify you as soon as the next enrollment opens.
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