Brilliant Customer Service

The course is aimed at providing you with the opportunity to enhance your people skills in a way that will truly differentiate you from the competition. We will explore different models of high quality customer service, strategies to improve your skillsets, and tactics that your customer service representatives (CSRs) can easily acquire and implement immediately. Furthermore, you will learn how to handle any complaints you receive in a totally professional manner. You will be introduced to the benefits of customer relationship management (CRM) and will learn how it can become the vehicle that drives up your standards of service.

The most important elements of the course include:

Face-to-face contact with your customers
The most effective use of telephone, email and CRM in the communication process
How to deal with difficult or angry customers
Liberating your front line people so that they can truly enjoy the customer experience

The course is designed for the following groups of people:

Those who need to make strategic decisions about how their customer service levels need to be adjusted
Those in the front line of customer service
Customer service relationship managers
Everyone involved in relationship development and client acquisition

Mr. Hunt’s style is often described as ‘inspirational’. His goal is to always create positive change in people with whom he works. He has significant experience in successfully operating at all organizational levels—from the induction phase, through first line management, and right up to board level. Additionally, he is able to strike the appropriate level of debate on every occasion.

Mr. Hunt is the MD and principal facilitator of UK Seminars. His work is well known in many countries, e. g., in Europe, in the USA, in the Middle East, and in India. His delegate evaluations are excellent, averaging 9.0 on a 10 point scale.

What's inside

Learning objectives

Acquire and immediately implement strategies that will ensure high quality customer service
Enhance their people skills in a way that will truly differentiate them from the competition

Handle any complaints they receive
Deal with difficult or angry customers

Acquire and immediately implement strategies that will ensure high quality customer service
Enhance their people skills in a way that will truly differentiate them from the competition
Handle any complaints they receive
Deal with difficult or angry customers

Syllabus

The Main Idea of Brilliant Customer Service

This course will help you deliver the best customer Service possible!

Course Overview: Brilliant Customer Service

The lecture The Main Idea of Brilliant Customer Service by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

The main idea
Using proven models of best practice
Nordstrom's way and dictum
Different inverted pyramids
Some more tips

The lecture Face to Face with our Customers by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

First impressions
Perception
'SOFTEN' your greeting
Active Listening
From incompetence to competence

The lecture Communication Processes in Customer Service by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

Recap of Lecture 2
Things, Thoughts and Alternatives
Unhappy or difficult conversations
Brilliant email service
Tips for great emails

The lecture Dealing with Difficult or Angry Customers by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

Dealing with customers
Complaint
Emotionally driven behaviour
Issue focused behaviour

The lecture Strategy for Brilliant Customer Service by Tony Hunt is from the course Brilliant Customer Service. It contains the following chapters:

A Strategy for 'Brilliant Customer Service'
Change the organogram
Implementation
CRM

Traffic lights

Read about what's good

what should give you pause

and possible dealbreakers

Explores strategies for improving customer service skillsets, which can be immediately implemented by customer service representatives

Teaches how to handle complaints professionally, which is a core skill for customer service representatives

Introduces customer relationship management (CRM), which is a tool that drives up standards of service

Examines face-to-face contact, telephone, email, and CRM, which are all standard communication channels in customer service

Taught by Mr. Hunt, who has experience operating at all organizational levels and creating positive change in people

Explores models of high-quality customer service, which may help learners benchmark their own customer service practices

Reviews summary

Practical customer service skills training

According to learners, this course provides highly practical and actionable strategies for improving customer interactions. Reviewers particularly highlight the module on handling difficult customers and complaints as a major strength, finding the advice immediately applicable. The instructor, Tony Hunt, is consistently described as engaging and inspirational. The course is often seen as providing a solid foundation, particularly beneficial for front-line staff. However, some students note that the section on CRM is superficial and that parts of the content may feel basic or outdated for those with significant prior experience or seeking high-level strategic insights.

Lecturer is inspiring and keeps learners engaged.

"Tony is an inspiring speaker and the strategies for dealing with difficult customers were immediately applicable."

"Tony Hunt delivers! This course is packed with practical advice you can use right away."

"Fantastic course! The lecturer's energy is infectious."

"The instructor keeps you engaged."

Strategies are immediately usable and highly practical.

"strategies for dealing with difficult customers were immediately applicable. I saw a difference in my interactions within days."

"This course is packed with practical advice you can use right away. The segment on handling complaints changed how I approach challenging situations."

"Found the course very helpful for refining my customer service skills. The SOFTEN technique and active listening points were great refreshers."

"The tips were actionable and based on real-world understanding."

Strong section on dealing with angry or challenging customers.

"strategies for dealing with difficult customers were immediately applicable."

"the handling difficult customers module was excellent."

"The segment on handling complaints changed how I approach challenging situations."

"I particularly enjoyed the module on dealing with emotionally charged situations. The tips were actionable..."

"The techniques for handling difficult customers are gold."

Some course examples or technology feel old-fashioned.

"The content felt outdated in parts, especially the technology examples."

"The examples felt old-fashioned."

Coverage of CRM is brief and lacks depth.

"the CRM part was quite superficial."

"Wish there was a bit more depth on the CRM side and perhaps some case studies..."

"The CRM section was very brief."

"The CRM part was completely useless."

More suited for entry-level than experienced professionals.

"Some parts felt a bit basic for someone with experience, but the handling difficult customers module was excellent."

"Okay for beginners, maybe not for experienced pros."

"Not much new information for me as an experienced manager. Expected more strategy."

"Waste of time and money. Didn't learn anything new... not recommend for anyone beyond entry-level."

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 Brilliant Customer Service: How to Impress your Customers! with these activities:

Review 'Customer Service: Skills & Concepts'

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Gain a foundational understanding of customer service principles and techniques before starting the course.

View Loose Leaf for Customer Service: Skills for... on Amazon

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Obtain a copy of 'Customer Service: Skills & Concepts'.
Read the chapters on communication and problem-solving.
Take notes on key concepts and examples.

Create a Customer Service Resource Library

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Enhance your understanding of customer service by compiling a collection of useful resources.

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Gather articles, blog posts, and videos on customer service.
Organize the resources by topic.
Write a brief summary of each resource.
Share the library with peers.

Practice Active Listening

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Improve active listening skills to better understand customer needs and concerns.

Browse courses on Active Listening

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Find a partner to practice with.
Take turns being the speaker and the listener.
Focus on fully understanding the speaker's message.
Provide feedback to the speaker.

Four other activities

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Show all seven activities

Role-Play Difficult Customer Interactions

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Reinforce your ability to handle difficult customers by practicing role-playing scenarios.

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Find a partner to role-play with.
Choose a difficult customer scenario.
Take turns playing the customer and the CSR.
Evaluate your performance and identify areas for improvement.

Create a Customer Service Scenario Guide

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Solidify your understanding of customer service strategies by creating a guide with various scenarios and effective responses.

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Brainstorm common customer service scenarios.
Develop effective responses for each scenario.
Organize the scenarios and responses into a guide.
Share the guide with peers for feedback.

Review 'Hug Your Haters'

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Learn strategies for handling customer complaints and turning negative feedback into positive outcomes.

View Hug Your Haters on Amazon

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Obtain a copy of 'Hug Your Haters'.
Read the chapters on complaint resolution and online reputation management.
Identify key takeaways and strategies for implementation.

Develop a CRM Implementation Plan

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Apply your knowledge of CRM by developing a plan for implementing a CRM system in a business.

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Research different CRM systems.
Identify the needs of a specific business.
Develop a plan for implementing a CRM system to meet those needs.
Present the plan to stakeholders for feedback.

Career center

Learners who complete Brilliant Customer Service: How to Impress your Customers! will develop knowledge and skills that may be useful to these careers:

Customer Service Representative

A Customer Service Representative directly interacts with customers to address inquiries, resolve issues, and provide support. This course can significantly enhance a representative's ability to provide outstanding service. The course emphasizes effective communication processes, which is vital for CSRs to convey information clearly and empathetically. Learning how to deal with difficult or angry customers, as taught in this course, helps CSRs maintain composure and find resolutions, leading to improved customer satisfaction and loyalty. The course also introduces CRM, which many CSRs use daily.

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Customer Service Manager

A Customer Service Manager oversees a team of customer service representatives and ensures that customers receive excellent support. This course goes into customer relationship management, which forms an important aspect of this job. By mastering communication strategies and learning how to handle customer complaints effectively, as covered in this course, a manager can improve their team's performance and foster a customer-centric culture. Furthermore, the course provides insights into strategic decision-making regarding customer service levels, which is crucial for managers to optimize service delivery and achieve business goals.

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Client Relationship Manager

A Client Relationship Manager focuses on building and maintaining strong relationships with key clients. This course may be useful for developing strategies to enhance client satisfaction. By learning effective communication techniques and strategies for handling difficult clients, as taught in this course, a relationship manager can strengthen rapport and resolve conflicts efficiently, leading to increased client retention and business growth. The course emphasizes the importance of face-to-face contact and using CRM to improve client interactions. Those skills form the foundation of client relationship management.

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Customer Experience Manager

A Customer Experience Manager is responsible for shaping and improving the overall customer experience. This course covers a strategy for brilliant customer service. The strategies taught here will help a customer experience manager more efficiently shape communication processes and face-to-face interaction. By understanding the nuances of customer interaction and learning how to implement strategies for exceptional service, as covered in this course, a customer experience manager can design and execute initiatives that enhance customer satisfaction and loyalty. Furthermore, the course emphasizes the importance of face-to-face contact and using CRM to improve customer interactions.

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Sales Representative

A Sales Representative interacts with customers to promote and sell products or services. This course may be useful for developing strategies to improve customer interactions. By mastering effective communication techniques and learning how to handle objections and complaints professionally, as covered in this course, a sales representative can build trust and increase sales conversions. The course’s emphasis on face-to-face contact can provide sales representatives with valuable skills for in-person interactions.

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Account Manager

An Account Manager serves as the primary point of contact for specific clients, managing their accounts and ensuring their satisfaction. Account managers can use this course to learn about ways to enhance their interaction with clients. By acquiring skills in effective communication, complaint resolution, and relationship building, as covered in this course, an account manager can strengthen client relationships and drive business growth. Moreover, the course covers CRM, which Account Managers use daily.

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Marketing Associate

A Marketing Associate supports marketing campaigns and initiatives to promote products or services. This course may be useful for developing strategies to improve customer engagement. By understanding the principles of customer service and learning how to communicate effectively, as taught in this course, a marketing associate can create campaigns that resonate with customers and enhance brand loyalty. Moreover, the course covers CRM, which can help marketing associates understand customer behavior and preferences.

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Public Relations Specialist

A Public Relations Specialist manages a company's reputation and communicates with the public. This course may be useful for developing strategies to improve public perception. By learning how to handle complaints professionally and mastering effective communication techniques, as covered in this course, a public relations specialist can protect the company's image and build positive relationships with stakeholders. The course's focus on communication processes is particularly relevant for this role.

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Training Coordinator

A Training Coordinator organizes and conducts training programs for employees. This course may be useful when training customer service and other client-interfacing employees. By understanding the principles of customer service and learning how to deliver effective training sessions, as covered in this course, a training coordinator can equip employees with the skills they need to excel in their roles. The course's emphasis on improving communication processes and handling difficult customers can be valuable for training programs.

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Human Resources Generalist

A Human Resources Generalist handles a variety of HR functions, including employee relations and training. Human resources professionals may find the course's teachings regarding communication processes and customer relationship management to be valuable. By understanding the principles of customer service and learning how to handle employee conflicts effectively, as covered in this course, a human resources generalist can foster a positive work environment and improve employee satisfaction. The course's focus on communication processes is relevant for HR professionals.

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Business Development Manager

A Business Development Manager is responsible for identifying and pursuing new business opportunities. This course may be useful for developing strategies to connect with prospective clients and improve engagement. By mastering effective communication techniques and learning how to build strong relationships, as covered in this course, a business development manager can attract new clients and drive revenue growth. The course's emphasis on face-to-face contact and CRM can be valuable for this role.

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Project Manager

A Project Manager oversees projects from initiation to completion, ensuring they are completed on time and within budget. This course may be useful for improving team communication and client relations. By understanding the principles of customer service and learning how to manage difficult stakeholders, as covered in this course, a project manager can ensure smooth project execution and client satisfaction. The course's focus on communication processes can be valuable for managing project teams and stakeholders.

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Operations Manager

An Operations Manager oversees the day-to-day operations of a business. This course may be useful for developing strategies to improve customer satisfaction. By understanding the principles of customer service and learning how to streamline processes to enhance the customer experience, as covered in this course, an operations manager can improve overall business performance. The course's focus on CRM can be valuable for understanding customer needs and preferences.

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Office Manager

An Office Manager is responsible for managing the administrative and operational functions of an office. The course may be useful when interacting with building staff and vendors. By learning effective communication techniques and strategies for handling complaints professionally, as covered in this course, an office manager can ensure a smooth and efficient office environment. The course's focus on communication processes is relevant for this kind of work.

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Consultant

A Consultant provides expert advice and guidance to organizations on a variety of issues. This course may be useful for developing strategies to improve client relationships and satisfaction. By mastering effective communication techniques and learning how to handle difficult client situations, as covered in this course, a consultant can build trust and deliver valuable solutions. The course's emphasis on face-to-face contact can be valuable for client interactions.

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