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Prof. Paul Cline, Ed.D
Customer Service Will MAKE Or BREAK Your Business. You Have NO Idea How Much MONEY You Are LOSING Due To Bad Customer Service ... And HOW Much MONEY You Can GAIN By Providing Excellent Customer Service.
“55% became a customer of a company because of their reputation for GREAT customer service”
“40% began purchasing from a competitor because of their reputation for GREAT customer service”
WHICH side Of This Formula do you want to be on???
Customer Service is one of the Top 3 Factors Determining Your Companies FUTURE & EARNINGS.
Are YOUR Staff Trained in “Customer Service”???
Read more
Customer Service Will MAKE Or BREAK Your Business. You Have NO Idea How Much MONEY You Are LOSING Due To Bad Customer Service ... And HOW Much MONEY You Can GAIN By Providing Excellent Customer Service.
“55% became a customer of a company because of their reputation for GREAT customer service”
“40% began purchasing from a competitor because of their reputation for GREAT customer service”
WHICH side Of This Formula do you want to be on???
Customer Service is one of the Top 3 Factors Determining Your Companies FUTURE & EARNINGS.
Are YOUR Staff Trained in “Customer Service”???
Read more
Customer Service Will MAKE Or BREAK Your Business. You Have NO Idea How Much MONEY You Are LOSING Due To Bad Customer Service ... And HOW Much MONEY You Can GAIN By Providing Excellent Customer Service.
“55% became a customer of a company because of their reputation for GREAT customer service”
“40% began purchasing from a competitor because of their reputation for GREAT customer service”
WHICH side Of This Formula do you want to be on???
Customer Service is one of the Top 3 Factors Determining Your Companies FUTURE & EARNINGS.
Are YOUR Staff Trained in “Customer Service”???
This Course is Perfect For Business Owners, Managers and Employees ... Get Your Team Trained and Cash in.
A Sample Of What You Will Learn:
STOP Losing Money Due to Poor or Average Customer Service.
Make MORE Money from Each Customer.
SAVE a Fortune in Advertising Dollars.
Get MORE Referrals.
Retain Existing Customers.
Solve Problems FAST.
Learn How to Create an Outstanding Customer Service Experience
How to Handle Difficult Customers like a PRO.
Learn the 5 Tenets of TQM
Avoid the 10 Deadly Sins of Customer Service.
... and MUCH More.
Sign up Now. Take action to Grow your Business Or Your Career.
Register for this course and see more details by visiting:
OpenCourser.com/course/8bz6qy/outstanding
What's inside
Learning objectives
- Stop losing money due to poor or average customer service! $$$
- Make more money from each customer! $$$
- Save a fortune in advertising dollars! $$$
- Get more referrals! $$$
- Solve problems fast!
- Retain existing customers!
- Learn how to create an outstanding customer service experience
- Learn the 5 tenets of tqm
- Avoid the 10 deadly sins of customer service!
- How to handle difficult customers like a pro!
- ... and much more!!!
- Stop losing money due to poor or average customer service! $$$
- Make more money from each customer! $$$
- Save a fortune in advertising dollars! $$$
- Get more referrals! $$$
- Solve problems fast!
- Retain existing customers!
- Learn how to create an outstanding customer service experience
- Learn the 5 tenets of tqm
- Avoid the 10 deadly sins of customer service!
- How to handle difficult customers like a pro!
- ... and much more!!!
Syllabus
Introduction
WHY Customer Service Is CRITICAL To Your Business!
Good Isn't Good Enough!
We Are ALL in the "Helping Field"
Read more
Syllabus
Introduction
WHY Customer Service Is CRITICAL To Your Business!
Good Isn't Good Enough!
We Are ALL in the "Helping Field"
Read more
Traffic lights
Traffic lights
Read about what's good
what should give you pause and
possible dealbreakers
Focuses on retaining existing customers, which is a cost-effective strategy for sustainable business growth and increased profitability
Teaches how to handle difficult customers, which is essential for maintaining a positive brand image and customer loyalty
Explores the tenets of Total Quality Management (TQM), which provides a framework for continuous improvement in customer service
Covers strategies to avoid common customer service mistakes, which can help businesses prevent negative experiences and retain customers
Includes bonus lectures with additional video content, which can provide learners with more in-depth knowledge and practical tips
Emphasizes the importance of customer service for business success, which may be useful for those new to business or customer relations
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Reviews summary
Practical customer service skills for professionals
According to learners, this course provides actionable strategies and practical tips for improving customer service, making it highly applicable for professionals and businesses. Students highlight the value of specific sections like handling difficult customers and avoiding the 10 deadly sins. While many find it an excellent guide and great for beginners or as a refresher, some more experienced learners note that the content can feel basic and perhaps not live up to the 'ultimate guide' title for those seeking advanced concepts. A few reviews also mention that the production quality could be improved. Despite minor criticisms, the course is widely seen as a worthwhile investment delivering on its promise of teaching key customer service skills.
Instructor's delivery keeps students interested.
"The instructor's delivery is engaging and keeps you interested."
"Engaging instructor and highly practical lessons."
"The instructor's tips are golden."
Offers a solid foundation for new learners or refreshers.
"It's great for beginners or as a refresher."
"Solid foundational course... Good for onboarding new staff."
"Useful for basic understanding though."
Actionable tips for immediate use in professional roles.
"Good practical advice that you can apply immediately."
"The tips on handling difficult customers are practical and immediately applicable."
"The course provides actionable strategies that I could implement in my business right away."
Some reviews mention inconsistent video or audio.
"the production quality is not the best."
"The audio is sometimes unclear, and the videos are a bit dated."
"The production quality is poor..."
May feel basic for experienced professionals.
"Some parts felt a bit basic for someone with experience..."
"it might not be truly 'ultimate' for experienced pros..."
"The course material to be very basic... Not really worth the time if you have experience."
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Outstanding Customer Service - The Ultimate Guide! with these
activities:
Review 'Customer Service: Skills and Concepts'
Show steps
Gain a deeper understanding of customer service fundamentals before starting the course.
View
Loose Leaf for Customer Service: Skills for...
on Amazon
Show steps
-
Obtain a copy of 'Customer Service: Skills and Concepts'.
-
Read the chapters on communication and problem-solving.
-
Take notes on key concepts and examples.
Practice Active Listening
Show steps
Improve your ability to understand customer needs and concerns through active listening exercises.
Browse courses on
Active Listening
Show steps
-
Find a partner to practice with.
-
Take turns being the speaker and the listener.
-
Focus on summarizing and clarifying the speaker's message.
Create a Customer Service Training Presentation
Show steps
Reinforce your learning by creating a presentation that summarizes key customer service concepts and best practices.
Show steps
-
Outline the key topics to cover in the presentation.
-
Develop engaging visuals and examples.
-
Practice delivering the presentation.
Three other activities
Expand to see all activities and additional details
Show all six activities
Review 'The Effortless Experience'
Show steps
Explore strategies for reducing customer effort and improving loyalty.
View
The Effortless Experience
on Amazon
Show steps
-
Obtain a copy of 'The Effortless Experience'.
-
Read the chapters on reducing customer effort.
-
Identify areas where customer effort can be reduced.
Develop a Customer Service Scenario Guide
Show steps
Solidify your understanding of handling difficult customers by creating a guide with various scenarios and effective responses.
Show steps
-
Brainstorm common customer service scenarios.
-
Write out the scenario and potential customer responses.
-
Develop effective responses for each scenario.
-
Share your guide with peers for feedback.
Implement a Customer Feedback System
Show steps
Apply the course's principles by designing and implementing a system for collecting and analyzing customer feedback.
Show steps
-
Choose a method for collecting feedback (e.g., surveys, online forms).
-
Design the feedback collection process.
-
Analyze the collected feedback for trends and insights.
-
Present your findings and recommendations.
Review 'Customer Service: Skills and Concepts'
Show steps
Gain a deeper understanding of customer service fundamentals before starting the course.
View
Loose Leaf for Customer Service: Skills for...
on Amazon
Show steps
Show steps
Show steps
- Obtain a copy of 'Customer Service: Skills and Concepts'.
- Read the chapters on communication and problem-solving.
- Take notes on key concepts and examples.
Practice Active Listening
Show steps
Improve your ability to understand customer needs and concerns through active listening exercises.
Browse courses on
Active Listening
Show steps
Show steps
Show steps
- Find a partner to practice with.
- Take turns being the speaker and the listener.
- Focus on summarizing and clarifying the speaker's message.
Create a Customer Service Training Presentation
Show steps
Reinforce your learning by creating a presentation that summarizes key customer service concepts and best practices.
Show steps
Show steps
Show steps
- Outline the key topics to cover in the presentation.
- Develop engaging visuals and examples.
- Practice delivering the presentation.
Three other activities
Expand to see all activities and additional details
Show all six activities
Review 'The Effortless Experience'
Show steps
Explore strategies for reducing customer effort and improving loyalty.
View
The Effortless Experience
on Amazon
Show steps
Show steps
Show steps
- Obtain a copy of 'The Effortless Experience'.
- Read the chapters on reducing customer effort.
- Identify areas where customer effort can be reduced.
Develop a Customer Service Scenario Guide
Show steps
Solidify your understanding of handling difficult customers by creating a guide with various scenarios and effective responses.
Show steps
Show steps
Show steps
- Brainstorm common customer service scenarios.
- Write out the scenario and potential customer responses.
- Develop effective responses for each scenario.
- Share your guide with peers for feedback.
Implement a Customer Feedback System
Show steps
Apply the course's principles by designing and implementing a system for collecting and analyzing customer feedback.
Show steps
Show steps
Show steps
- Choose a method for collecting feedback (e.g., surveys, online forms).
- Design the feedback collection process.
- Analyze the collected feedback for trends and insights.
- Present your findings and recommendations.
Career center
Learners who complete Outstanding Customer Service - The Ultimate Guide! will develop knowledge and skills
that may be useful to these careers:
Customer Service Manager
Customer Service Manager
As a Customer Service Manager, you will lead a team responsible for providing excellent support and resolving customer issues. This course directly addresses the core functions of a Customer Service Manager, emphasizing strategies to stop losing money due to poor service and how to make more money from each customer. The course's modules on handling difficult customers and creating an outstanding service experience are particularly relevant. Furthermore, the section on avoiding the ten deadly sins of customer service and learning the tenets of Total Quality Management will help you to lead your team to success. Enrolling in this course builds a foundation for this career.
Customer Service Representative
Customer Service Representative
As a Customer Service Representative, you're on the front lines, addressing inquiries and resolving issues. This course will help you retain existing customers and make more money from each customer. Solving problems quickly, and learning how to handle difficult customers are also key points in this course. This course's focus on the critical role of providing outstanding experiences equips you with the tools to excel. Learning how to boost customer satisfaction prepares one for this career.
Call Center Supervisor
Call Center Supervisor
As a Call Center Supervisor, you will be responsible for overseeing a team of call center agents and ensuring they provide high-quality customer service. This course will assist a Call Center Supervisor greatly, specifically the sections focused on retaining existing customers and how to handle difficult customers like a pro. The course’s concentration on providing exceptional phone service and solving problems fast will improve a supervisor's ability to coach their team. Learning how to boost customer satisfaction prepares one for this career.
Customer Experience Officer
Customer Experience Officer
A Customer Experience Officer is responsible for shaping and improving the overall experience customers have with a company. This course will help someone in this role by teaching how to provide excellent customer support so they can increase customer satisfaction. The modules on learning how to create an outstanding service experience and avoiding the deadly sins of service are especially useful. The course emphasizes methods to boost customer satisfaction, a primary objective for any Experience Officer. Lessons on understanding your customer enables one to develop customer-centric strategies that improve engagement and loyalty.
Retail Manager
Retail Manager
A Retail Manager oversees the daily operations of a retail store, aiming to maximize sales and customer satisfaction. This course helps a retail manager by teaching how to retain existing customers and create an outstanding care experience. The course’s emphasis on stopping financial loss due to poor customer service and increasing revenue from each customer aligns with the financial goals of a retail manager. Moreover, lessons on solving problems fast and handling difficult customers will hone a Retail Manager’s ability to resolve issues. Learning how to provide 'concierge' level of service prepares one for this people-focused role.
Front Desk Receptionist
Front Desk Receptionist
The Front Desk Receptionist welcomes visitors and clients, handling inquiries and providing customer service. The course emphasizes providing 'concierge' level of service. The course also provides a deep dive into handling difficult customers and exceptional phone service. Additionally, the course is a great source of information to create an outstanding customer experience and solve problems fast. Learning how to boost customer satisfaction prepares one for this career.
Client Success Manager
Client Success Manager
A Client Success Manager ensures clients achieve their desired outcomes while using a company's products or services. This course teaches learners how to retain existing customers and how to create an outstanding customer service experience. The course’s modules on solving problems fast and understanding your customer directly contribute to skills a manager applies daily. The instructor emphasizes providing 'concierge' level of service, an important element for building strong client relationships. Moreover, lessons on boosting customer satisfaction prepares one to effectively advocate for client needs within the company.
Technical Support Specialist
Technical Support Specialist
As a Technical Support Specialist, you will be helping customers with technical issues. This course will assist you by teaching you how to handle difficult customers and solve problems fast. The course emphasizes providing helpful and quality service, which are key components for this type of role. The course will help you learn how to retain existing customers and create an outstanding service experience. Learning how to boost customer satisfaction prepares one for this career.
Training Manager
Training Manager
A Training Manager is responsible for designing and delivering training programs to employees, often focused on customer service skills. This course directly addresses the core responsibilities of a Training Manager, offering insights into creating a successful training program and strategies to improve overall service by training a successful team. The course’s modules on avoiding the ten deadly sins of customer service and learning the tenets of Total Quality Management will help one to develop effective training materials. Furthermore, sections on handling difficult clients like a pro will allow the trainees to face difficult situations.
Account Manager
Account Manager
An Account Manager is responsible for maintaining and growing relationships with key clients. This course may be useful as it highlights methods for customer retention, problem solving, and exceptional phone service. The course helps an Account Manager by teaching how to retain existing customers. The module on understanding your customer will further improve an Account Manager’s ability to cater to client needs and strengthen relationships. The instructor stresses the importance of excellent service, a vital component for any Account Manager.
Sales Representative
Sales Representative
A Sales Representative is responsible for selling products or services to customers and achieving sales targets. This course touches on the skills one needs to grow their sales. The course aids a Sales Representative by teaching how to retain existing customers and make more money from each customer. The included lessons on understanding why customers buy from you will provide valuable insights into customer motivations and decision-making. In addition, the course's emphasis on solving problems fast and providing excellent service can improve building client relationships.
Business Development Manager
Business Development Manager
A Business Development Manager focuses on identifying and pursuing new business opportunities to drive revenue growth. This course may be useful as it concentrates on obtaining more referrals and retaining customers. The course will help a Business Development Manager by teaching you how to retain existing customers, get more referrals, and understand your customer, facilitating the building of stronger client relationships. The module on why customers buy from you further prepares one to strategically approach new clients.
Hotel Manager
Hotel Manager
A Hotel Manager oversees all aspects of a hotel's operations to ensure guest satisfaction and profitability. This course may be useful as it teaches one how to create happy customers and make profits. The course teaches how to retain existing customers and how to create an outstanding service experience. The course's modules on handling difficult customers and boosting customer satisfaction can improve a Hotel Manager’s ability to maintain a positive guest experience. Also, the course’s concentration on providing 'concierge' level service will help one lead their staff.
Brand Manager
Brand Manager
As Brand Manager, it is your responsibility to shape the perception of a company's products or services. This course may sharpen skills in this area. The course has a focus on retaining customers and obtaining more referrals. The course’s emphasis on understanding your customer enables a Brand Manager to develop effective strategies that resonate with target audiences. Furthermore, lessons learned on solving problems fast and avoiding negative experiences equips one to maintain a positive brand image and protect a brand’s recognition.
Marketing Manager
Marketing Manager
A Marketing Manager develops and executes marketing campaigns to promote products or services. This course may be useful, especially the focus on referrals. The course teaches how to retain existing customers and obtain more referrals. The course has the ability to help a Marketing Manager by focusing on techniques to understand your customer, facilitating the creation of targeted campaigns that resonate with the target audience. The lesson on why customers buy from you will provide valuable insights into consumer behavior, which can be applied to marketing strategies.
For more career information including salaries, visit:
OpenCourser.com/course/8bz6qy/outstanding
Reading list
We've selected two books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Outstanding Customer Service - The Ultimate Guide!.
Provides a comprehensive overview of customer service principles and techniques. It covers essential skills such as communication, problem-solving, and conflict resolution. It valuable resource for understanding the core concepts of customer service and building a strong foundation for providing excellent service. This book is often used as a textbook in customer service training programs.
Challenges conventional wisdom about exceeding customer expectations. It argues that reducing customer effort is more important than delighting customers. It provides practical strategies for simplifying customer interactions and improving loyalty. This book adds depth to the course by providing a different perspective on customer service.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/8bz6qy/outstanding
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