Customer Service Excellence - from customers to operations
Created by Ivan Chagas, Last Updated 26-Nov-2020, Language:English
Customer Service Excellence - from customers to operations
How to deal with dissatisfied and angry customers and create a human and excellent service
Created by Ivan Chagas, Last Updated 26-Nov-2020, Language:English
What Will I Get ?
- You will learn how to service EVERY customer with excellence, in an organized way
- How to deal with unsatisfied customers, with a clear structure for answers
- You'll have practical tools at your disposal in any moment for every situation
- How to shape your customer service operations to excellence, modelling your business and structure
- You''ll get feedback from me for every assignment on the course
- In the end, you will better equipped to assume a leadership role on Customer Services
Requirements
- None!
Description
Answer these questions:
Do you struggle dealing with angry customers?
Do you customers love you?
Do your customer recommend you to their friends?
Do you feel you are always at the mercy of your customers?
You may think that it's a very hard task to get customers to actually love your company, that only big companies can achieve that you that it's simply unpractical for a business like yours, but guess what: it's not!
Customer Service Excellence can help your business thrive in many ways, like increasing sales, make your customers recommend you to others, comment and rate your company (helping your marketing team), and it ultimately make your customers even more open to your calls and to your proposals.
In this course Customer Service Excellence, you will learn not only what's an excellent customer service and learn and see new unique and amazing tools and frameworks, but also how to shape your own customer services guidelines and also how to create strategies that fit perfectly to your business and customers, so you can achieve an excellent service.
What's in it:
Ten unique downloadable tools, ready to print
There are almost 70 lessons, short and straight to the point
More than 6 hours of content: the most complete course
It's proven to be successful: it was built upon a face-to-face course
Ten written exercises for you to reflect on your skills
Watch it whenever you want and in the order you like
10 sections covering customer services from A to Z
Support and interaction with the instructor
Course Content
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Introduction
7 Lectures 00:35:01-
How to navigate through this course
Preview00:03:32 -
Hello, I'll be your instructor!
Preview00:07:31 -
What to expect when your customers are expecting
00:06:57 -
Why does bad service happen
00:06:21 -
The two things every customer need
Preview00:04:25 -
TOOL: The Attention and Care Framework
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INSTRUCTION: putting your personas into the framework
00:06:15
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Fundamentals to Customer Service
6 Lectures 00:36:21-
What is customer service
Preview00:04:01 -
The role of customer service agent
Preview00:06:40 -
What's customer success and the difference
00:10:14 -
How to provide SERVICE to your customers
00:05:39 -
TOOL: SERVICE self-assessment
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INSTRUCTION: how to use your SERVICE self-assessment
00:09:47
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Satisfy your customer needs
6 Lectures 00:22:11-
What every customer needs
Preview00:04:57 -
Personas: types of customers
00:06:28 -
How to use your persona to improve your service
00:04:35 -
The Customer Need Slope: design your service
00:02:19 -
TOOL: The Customer Need Slope
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INSTRUCTION: identify your customers' struggles and emotions
00:03:52
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Engage with them: designing your interactions to excellence
6 Lectures 00:27:50-
Customer interaction cycle
00:05:14 -
What do you want from your customers?
00:05:41 -
Moment of Truth: How to identify the most decisive points
00:07:30 -
Customer Road to Success: creating the decisive moments
00:02:01 -
TOOL: Customer Road to Success
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INSTRUCTION: paving the road to your success
00:07:24
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Relationship building
9 Lectures 01:02:08-
It's all about communication
Preview00:06:12 -
The elements of an assertive communication
00:05:17 -
Channel preferences amongst customers
00:06:22 -
Key points of online communication
00:12:40 -
Key points of offline communication
00:12:57 -
How to make your communication omnichannel
00:10:18 -
Diagram of Communication: create the perfect message
00:01:14 -
TOOL: Diagram of Communication
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INSTRUCTION: building your assertive messages
00:07:08
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Voice: defining your style
10 Lectures 00:46:56-
What's voice and tone
Preview00:04:12 -
Problems with current methods
00:03:39 -
The EPPIC puzzle
00:03:32 -
Finding your energy
00:08:41 -
How do you position yourself?
00:07:23 -
Using emotional component in your favor
00:02:57 -
TOOL: EPPIC puzzle for brand voice
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INSTRUCTION: How to use the framework exercise
00:04:15 -
Customer service scripts
00:04:00 -
The Recipe to an Excellent Scripting
00:08:17
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Improving your skills
7 Lectures 00:32:07-
The qualities of a customer service agent
00:09:38 -
How to define your skills
00:06:56 -
Remember what customer service is all about
00:01:55 -
How to assess your skills
00:07:16 -
Skill Scale: how to measure skills and behaviours
00:01:31 -
TOOL: Skill Rule Creation Exercise
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INSTRUCTION: How to create your own skill scales
00:04:51
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Conflicts and angry customers
7 Lectures 00:51:32-
Why do customers complain
00:07:17 -
When it's best to say no
00:06:05 -
Make an angry customer LEAP to your side
00:08:23 -
3 steps to LAY the ground
00:02:43 -
TOOL: 9 questions to LAY the ground
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INSTRUCTION: Lay the ground with your customer
00:12:14 -
Structure to say NO
00:14:50
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Efficiency with process
3 Lectures 00:26:47-
Customer Services softwares
00:08:56 -
Establish clear goals
00:09:31 -
Map of Highlights: what makes your company service great?
00:08:20
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Being consistent with your SERVICE
7 Lectures 00:27:51-
What makes a consistent service
00:06:00 -
What's a choreography
00:02:38 -
The anatomy of a choreography
00:06:33 -
The 3 Commandments of Choreography
00:03:01 -
What's a rehearsal and how to conduct one
00:05:25 -
TOOL: Choreography Canvas
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INSTRUCTION: How to train your team for consistency
00:04:14
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Bonus content!
1 Lectures 00:09:52-
Final words and a farewell!
00:09:52
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Ivan Chagas
Head of Education, UIUC, TEDx organizer, Duolingo, Top-tier Instructor
Ivan Chagas is event organizer since 2011, instructor for the last 4 years, both online and in-person, certified as Instructional Designer by University of Illinois-Champaign Urbana. A lot fo experience in customer services, leadership and training people, with over 4,000 students in his courses and 20k followers on Linkedin.