COURSE OVERVIEW:

Customers are the one constant that all businesses need. This may sound blatantly obvious and it is, but one of the most common customer service complaints is that businesses don’t listen to their customers.

We all need to take the time and energy to listen to what our customers have to say. We have to look for ways to make our customers feel comfortable, and to tell us their opinions on what we do well and which aspects of our business we need to improve.

Knowing and understanding your customer means having a clear picture articulated in your customer experience strategy, and in the minds of your employees. Not knowing means that you will consistently fail to give your customers what they want at any given point, and will fail to grasp opportunities to satisfy them, much less increase profits from them.

Keeping your customers satisfied with your product or service is non-negotiable. If customers are unhappy, they won't just leave you, they'll add salt to the wound, leaving you for one of your competitors, and the last thing any business needs after a blow to the wallet is a bruised ego.

This course is designed to provide simple and reliable business and customer service advice on different ways on how to understand and satisfy your customers. The first part provides ways of finding out what your customers expect from you, what they like and dislike about your business, and how to use these opinions to improve your overall level of customer service.

The second part explores the areas where staff can fail to deliver high levels of customer service and offers suggestions on the best ways to encourage and train your staff to go above and beyond the call of duty in looking for ways to really satisfy your customers.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• What is customer service?
• The three secrets to really satisfying your customers
• The importance of understanding your customers and their needs?
• Why you should treat your customers with respect?
• The benefits to your business of offering outstanding customer service
• The ten common forms of bad customer service
• When customer service can go wrong?
• What customers expect when they make a complaint?
• Why you should know your competitors intimately?
• The future of customer service
• Why you should always put yourself in your customers’ shoes?
• What do your customers expect from you?
• Why hire a mystery shopper for your business?
• How to observe your business objectively?
• Why take the time to talk to your customers?
• How to encourage your customers to give you their opinions?
• The importance of meeting and greeting the customers
• How to treat your customers with respect?
• How to take care of personal hygiene?
• How to communicate confidently with customers?
• Why you should ensure that your staff are knowledgeable about the products they are selling?
• The importance of smiling
• Why you should take your staff to your competitors’ businesses?
• Why you should take your staff to a business that you admire?
• Why reward your staff for outstanding customer service?
• Why debrief your staff after good and bad experiences?
• How to encourage your customers to tell you if your staff give outstanding service?
• Why you should ask a customer to come in and talk to your staff ?
• How to give your staff experience in other areas of your business?
• Why you should teach your staff how to sell?

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.