Customer Service Excellence: 6-In-1 Customer Service Bundle

In this introductory lecture, customer service expert Nigel Greenwood shares an overview of his 30-year career creating great customer experiences. Despite being a successful author, presenter and lecturer, Nigel mostly likes to keep things simple. He says it as it is, knows what customers want and loves making a difference.

Here, Nigel offers an introduction to Customer Experience and Brand Personality.

In the first lecture of the course, 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.

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.

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?

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'.

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.

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.

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.

In this final lecture, Nigel summarises what we've learned on the course.

In this lecture Nigel explains why you should welcome customer complaints and how they can help you make your business better. He also explains the three key reasons why customers do complain: 
1 - Price
2 - Product
3 - Service

In this lecture Nigel explains how to handle complaints properly and how to turn a complainer into an advocate.

In this final lecture, Nigel explains how you can use the customer's complaints and the four key questions you need to ask the customer:

• What do we do well?

• What can we do better?

• What else could we do?

• How do you feel at this moment about doing business with us?

In this opening lecture, Nigel introduces himself and tells us what we are going to be looking at throughout this course.

Before we dive into the 4 stages of the customer journey it is important to prepare properly. This preparation may be different depending on what type and size of business in which you are working.

In this lecture, Nigel tells us how to setup the workshop in which you and your colleagues map the customer journey. It is important to set out the objectives of this process and to invite the relevant people who are involved in the customer journey.

Now that we know how to setup the workshop and who to invite, Nigel describes how to go about actually designing your own customer journey map.

Change can be difficult, but it's critical to success. Now it's time to capitalise on our the hard work we've put into the customer journey map and to really implement changes in our business.

Having covered the key topics of the course, Nigel wraps things up and offers his final thoughts.

A warm introduction from Andy, who explains what the programme is all about. He highlights the challenges facing businesses today when it comes to customers and increasing expectations.

Andy introduces the principles of customer delight and why it's so important in today's competitive world. He highlights what this looks like and what it means for your business - and your customers. Download the 'Create Customer Delight With 3D Service E-book' supporting document.

This module gives you a chance to understand why customer delight is so important and to take time to evaluate the challenges you are up against when it comes to dealing with today's modern customers.

Introducing the 4 stages of creating outstanding customer expectations. 1. Being Easy To Buy From; 2. Exceeding Expectations; 3. Dealing With Disappointment; and 4. Doing It All Consistently. You will use an assessment tool to help you see how you and your business measure up, then what steps you need to take to deliver those outstanding customer experiences. Download the 'Create Outstanding Customer Experiences With 3D Service Assessment Tool' supporting document.

Andy poses the question 'How easy are you to deal with' and advises how to identify the barriers and blockages to excellent customer service in your business. He introduces the principles of the 'Sales Prevention Officer' - those things that irritate or annoy your customers and stop them buying/using your products and services - and helps you to eliminate them from your business. Download the 'Stand In Your Own Queues' supporting document.

This module introduces the '6 Ingredients Of Customer Delight' and gives you lots of real examples of what the concept looks like in a wide range of different businesses. Crucially, Andy provides you with proven tools and techniques to apply to your business. He shows you how to develop a plan to build 'Customer Delight' throughout the customer journey of your business.

'3D Businesses' empower and enable their people to deliver outstanding customer experiences consistently and this module explores how they do this. Importantly, it provides you with processes to make it work for your business.

Even in the most customer-focused businesses, things can go wrong. How you 'deal with disappointment' says a lot about your business and it can have a huge impact on what your customer does next. This lecture highlights the benefits of having effective feedback systems, both formal and informal, and using them to spot and deal with disappointment. As well as introducing the principles and 'mechanics' of Net Promoter Score, Andy will share with you the 'one question' that will help you measure and monitor customer satisfaction. Download the '2 Questions To Ask Your Customers' supporting document.

Andy brings the section together and helps you take a proactive approach to explore the key stages of your customers' journey. He takes you through a proven process for enhancing every customer touchpoint to create a consistently 'outstanding' customer experience and explains how to build it into the way you do business. Download the 'Customer Journey Mapping Tool' supporting document.

Andy recaps the key challenges facing businesses and encourages you to revisit the assessment tool with a 'fresh pair of eyes'. It also offers a fantastic chance to create and shape your very own 'Creating Outstanding Customer Experiences With 3D Service Plan'. Download the 'Create Outstanding Customer Experiences With 3D Service Assessment Toolkit' and 'Develop Your 3D Service Plan' supporting documents.

Andy's concluding thoughts and suggested next steps, plus details of his additional courses.

In this lecture, we'll set the foundation for the course and discuss what customer standard services are and how effective they can be when implemented correctly.

Download and complete the Setting Customer Service Standards Worksheet.

In this lecture we will look at how you begin your journey to creating a solid foundation for your customer service. We we will also look at how this can be implemented in your business.

Download and complete the The Foundations Of Working With Customers Worksheet.

Here, we'll talk about the ultimate goal of ensuring your customer service standards are kept consistent and high at all times. We will also look at what different goals can look like.

Download and complete The Ultimate Goal Worksheet.

Here, you'll discover the importance of customer service standards and how you can ensure you have both happy and repeat customers. We will also uncover the importance of being consistent with your customers.

Download and complete the Why It Is Important Worksheet.

Here we will learn the importance of putting yourself in the place of the customer to gain perspective on the service you would want and expect in their situation.

Download and complete the Getting Into The Shoes Of The Customer Worksheet.

Here we will consider the most important points of customer service and devise a plan that will enable you to set customer service standards in your business or organisation confidently. We will look at how customer service standards relies heavily on the way you employees see the business and their role.

Download and complete the Setting The Standard And Sticking To It Worksheet.

In the concluding lecture, we will reflect on the knowledge and skills you have acquired during the course and how you can utilise them in real-life scenarios.