Customer Service Mastery: Customer Service Skills Next Level
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- Curriculum
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Great customer service skills and attitude is the key to success for all organization!
**Over 350 000+ managers have taken this course with successful results**
You have the ability to provide excellent customer service, foster client loyalty, enhance your reputation, and progress your career with the correct customer service abilities. Do you want to learn how to wow your customers with great customer service?
Making decisions that benefit your customers and enhance the operation of your business is possible when you properly communicate, listen, and understand your customers’ demands.
For anyone who wants to learn how to deliver top-notch customer service, we developed this customer service skills training! This beginning customer service training will assist you in getting started whether you are a client-facing professional, a business owner, or a team manager!
This customer service course is for you if you wish to:
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Improve your customer relationship management skills with efficiency
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Create beautiful & memorable experiences for your customers
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Learn in-demand customer service with soft skills
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Stand out from competitors by providing personal touch customer care
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Learn the best customer service practices that are practical and easy to implement
Surpassing your clients’ assumptions can assist with conveying a drawn-out expansion in income, consumer loyalty, and vocation achievement.
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Client support preparation doesn’t need to exhaust!
This client support course incorporates video addresses, downloadable assets, genuine organization models, course notes, and meetings with industry experts. These assets are intended to assist you with applying what you realize and succeeding!
In this client support abilities preparation, you will cover:
• Client support basics
• Fundamental abilities in client support
• Building compatibility in client care
• Overseeing client assumptions
• Successful listening abilities
• Managing upset clients
• Taking care of oneself in client support
• Answering positive and negative surveys via online entertainment
• Critical approaches to “amazing” your clients
• FAQs and counsel
• Interviews with industry experts
The Key Performance Indicators (KPIs) that you will learn :
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AVERAGE RESPONSE TIME
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FIRST CALL RESOLUTION (FCR)
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CUSTOMER CHURN
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TOP SUPPORT AGENTS
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NUMBER OF ISSUES
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CUSTOMER SATISFACTION
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NET PROMOTER SCORE (NPS)
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CUSTOMER EFFORT SCORE
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CUSTOMER RETENTION
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NET RETENTION
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SERVICE LEVEL
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SUPPORT COSTS VS REVENUE
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REVENUE CHURN RATE
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MRR GROWTH RATE
And much much more!
And don’t forget to take your certificate !!
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Introduction -
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1. Problem solving skills
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2. Patience
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3. Attentiveness
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4. Emotional intelligence
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5. Clear communication skills
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6. Writing skills
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7. Creativity and resourcefulness
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8. Persuasion skills
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9. Ability to use positive language
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10. Product knowledge
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11. Acting skills
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12. Time management skills
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13. Ability to read customers
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14. Unflappability
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15. Goal-oriented focus
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16. Ability to handle surprises
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17. Tenacity
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18. Closing ability
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19. Empathy
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20. A methodical approach
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21. Willingness to learn
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AVERAGE RESPONSE TIME
To keep the response time as low as possible, you must have enough agents available for your predicted demand: tracking the number of daily, weekly or monthly calls are other support metrics to measure.
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FIRST CALL RESOLUTION (FCR)
A good FCR rate will probably increase the average handle time (AHT), but it shouldn’t be an issue – in the end, a long customer interaction that achieves FCR means lower AHT than multiple contacts with a frustrated customer.
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CUSTOMER CHURN
Monitor the customer churn over time and see what causes higher rates in order to improve the results in the future.
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TOP SUPPORT AGENTS
Before taking any decision, track these support metrics over several months. A few days are too short to have an accurate ranking.
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NUMBER OF ISSUES
No matter how great your company, there are bound to be issues. If you are able to solve them quickly and in a satisfying manner, it is a sign of good service.
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CUSTOMER SATISFACTION
The higher this score, the better of course. Implementing a writing-box can also be a good way to receive qualitative feedback that helps you know what is working.
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NET PROMOTER SCORE (NPS)
The NPS isn’t just a good loyalty metric, it is also correlated with increased business growth: don’t miss that opportunity to drive your company up. Apple is an international benchmark with an NPS of 75.
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CUSTOMER EFFORT SCORE
Just like the net promoter score, the customer effort score is directly linked to satisfied customers and business growth, hence the need to lower this figure as much as you can.
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CUSTOMER RETENTION
A growing retention rate is what every company should aim for, and that’s why it should be amongst the main support metrics to measure. A general positive brand image and high satisfaction score will directly increase your customer retention.
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NET RETENTION
Monitor the net retention over time and try to achieve 100% or more. If you fail, don’t panic but analyze deeper to identify bottlenecks.
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SERVICE LEVEL
For your service level, you can track as many KPIs for customer service as you wish – but what you should aim for is to honor the services you agreed upon and even exceed the targets.
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SUPPORT COSTS VS REVENUE
Measure this Customer Service KPI over time and see how your trend line is. If at some point they reach an unusually high percentage, it might be good to dig deeper.
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REVENUE CHURN RATE
Monitor the revenue churn not just as a bigger picture, but also on an individual (customer) level so that you can identify reasons for churn and improve in the future.
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MRR GROWTH RATE
Compare your MRR over a course of a longer period of time in order to identify how sustainable is your current business model and how fast are you growing.
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Catherine Pulsifer -
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Robert Gately
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Peter Shankman
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Peggy Carlaw
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Author Unknown
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Lee Cockerell, Creating Magic
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Brian Tracy
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Jeffrey Gitomer
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Elbert Hubbard
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John Woods
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John Egan
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Harvey MacKay
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John R. DiJulius III, The Customer Service Revolution
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Roger Staubach
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Tom Corson-Knowles, Systemize, Automate, Delegate
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Anne MacKeigan, Customer Service the Sandler Way
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David H. Mattson
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Teresa de Grosbois; Karen Rowe, Mass Influence
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Richards, Sales: How To Master The Art Of Selling
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Robert Spector, The Nordstrom Way to Customer Service Excellence
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Jim Rohn
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Bill Gates
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Fons Trompenaars; Piet Hein Coebergh, 10 Management Models
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Adam Burns And Sandra Banks, Leadership Basics
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W. Edwards Deming
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Annabelle Stevens, Larissa Stevens, Change Yourself, Change Your World
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Joann Richardson, Trust: Trust Yourself and Trust Others
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Kula Sellathurai; Raymond Aaron, Action Leads to Success
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Ramesh Revuru, That's I.T
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Mel Kennedy, Leadership
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Ingo Michehl, Mindset: Entrepreneurial Success
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Franklin Roosevelt
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Kevin Allen
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Wuyen Hsu, Saying NO
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Brian Tracy
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Robert W. Lucas
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Orison Swett Marden
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ClydeBank Business; Benjamin Sweeney, Lean Six Sigma
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Kip Tindell, Uncontainable
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Danny Demeersseman
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Byron Pulsifer
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Just A Smile
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Renee Evenson
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Jason Mainsons, Communication
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Patrick Cogen, Communication Skills
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Vince Molinaro, The Leadership Contract
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Brian Dive
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John R. DiJulius III
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Bill Gates
