Customer Service: 6 Keys To Exceptional Customer Service
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Do you want to improve customer satisfaction? Are you really making your customers happy? Are you focusing on customer experience management in your business? Are you doing everything you can to give your clients what they want and need?
About The Course
This course is aimed at helping you to design a customer experience that will truly differentiate you from the competition. Renowned customer service expert Nigel Greenwood will explore the six key things that customers want, no matter what your industry or business model is.
The customer experience is 70% of the buying decision, so providing a great customer experience is a critical factor for succeeding in business, and if you don’t get it right, you’re missing out on sales and profits. We know that “the customer is always right”, but few businesses take the time to identify exactly what the customer actually wants.
What You Will Learn
This quickfire course explains:
- What customer experience means
- The 6 key elements of a great customer experience
- Common mistakes businesses make
- How to apply each element in business for fast, profitable, sustainable growth.
By the end of the course you will:
- Understand what areas of business impact the customer experience
- Know the 6 key elements of a great customer experience.
Your Instructor
Nigel has spent 30 years creating great customer experiences, is a successful author, presenter and lecturer, but is mostly someone who likes to keep things simple. He says it as it is, knows what customers want and loves making a difference.
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1
IntroductionIn this opening lecture, Nigel introduces himself and gives us an overview of the course ahead.
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2
What Is Customer Experience?
Here, Nigel lays the foundation by giving us a proper understanding of the meaning of 'Customer Experience' and explains why a good understanding of it is critical to success in business.
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3
What Customers Want - 1: Make it Easy
Nigel explains why making sure your business is as easy as possible to do business with is a critical component success. He also discusses how viewing your business through your customers' eyes can be a good approach to understanding things from their perspective.
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4
What Customers Want - 2: Set My Expectations
In this lecture we are told that a key part of the customer's journey is setting their expectations. We do this by making sure we let them know:
- What will happen?
- When will it happen?
- How will it happen?
- How long will it take?
- What will you do?
- What do I need to do?
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5
What Customers Want - 3: Keep Your Promises
As in all aspects of life, trust is important. It can be difficult to earn and quick to lose. In this lecture, Nigel explains how pivotal is to be aware of which promises you are making and how you can make sure to keep them. He discusses two different types of promise, 'implicit' and 'explicit'.
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6
What Customers Want - 4: Keep Me Informed
Customers want different things from you at different points in the customer journey. Being aware of this can help your business to properly engage with your customers, and ensure that you are building a strong relationship with them.
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7
What Customers Want - 5: Treat Me As An Individual
As businesses get bigger it inevitably becomes harder and harder to engage with your customers on a truly personal level. This can often lead to a significant drop in customer loyalty and engagement. In this lecture Nigel explains how you can ensure to build a business that is based around customer needs as opposed to business needs.
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8
What Customers Want - 6: Put It Right If It Goes Wrong
Every business has to occasionally deal with complaints, issues, problems and breakages. In this lecture Nigel explains how pivotal it is to ensure they are dealt with proactively and properly.
