Certificate Overview:

Let’s face it. Most businesses today have competition. Customers are spoiled for choice and can pick and choose based on a number of factors. So, how do you stand out from the crowd and get more eyes (and hearts) on you?

The answer is customer service. And this Customer Service Collection is made up of 10 foundational courses to get your teams thinking about what customer service is, why it’s so important, and how you can provide better and more consistent service across your company.

Syllabus:

1. Maintaining Customer Service Across Channels - Duration 10 minutes
“Should we be focusing on customer service or customer experience?” That might sound like a trick question, but customer service and customer experience are two very different parts of the same puzzle.

2. The Importance of Brand - Duration 10 minutes
Know your brand. Would it surprise you to learn that knowing your brand is one of the best ways to provide top-notch customer service? A brand isn’t only a logo, a quirky name, or a social media presence – it’s also the knowledge.

3. Customer Relationships - Duration 10 minutes
When you’re trying to solve a customer’s problem or make a sale, it can be a challenge not to focus on your own agenda. You have quotas to meet and metrics to beat.

4. Customer Loyalty - Duration 10 minutes
Think back to any time you were rudely refused a refund, cold-called or received an impersonal birthday message from a stranger on LinkedIn, and you’ll realize you know exactly how to destroy a potential customer relationship.

5. Effective Problem Solving - Duration 10 minutes
You’re most likely familiar with this scenario. A difficult issue or unreasonable request comes up during the 5 minutes before the end of your shift. You’re tempted to shoot off the first response that comes to mind just to get the customer...

6. Handling Complaints Gracefully - Duration 10 minutes
It’s a well-known fact that everyone loves to give advice, but nobody likes to take it. And this doesn’t change because you’ve got your name on the office door, or you’re the employee of the year.

7. Cross-selling and Up-selling - Duration 10 minutes
Imagine this: you’re in a salon booking an appointment for a basic haircut. The receptionist tells you that you can book with a different stylist – one with a fancy title – who’ll give you a better cut, but it will be pricier.

8. Managing Customer Expectations - Duration 10 minutes
Imagine if trains were to arrive ‘when they can’. Or people turned up at weddings on a different date than the one on the invitation. Or use-by dates on food weren’t accurate. The world would be in chaos.

9. Technology - Duration 10 minutes
We all know technology is great. Take electric motors – they work exceptionally well for Tesla. They’re eco-friendly and quiet. The invention is also thrilling because Tesla’s customers expect innovative changes.

10. Going beyond customer service - Duration 10 minutes
You can probably think of a time when you’ve been at the checkout, and the server has done the bare minimum. Checked out your items, ran your cash through the register, smiled and told you to ‘have a nice day’.

Certificate
Once you complete the above courses you will receive you Certificate of Completion.