The Complete Guide To Increasing The Value Of Your Customer Service
What you'll learn
How To Approach Building Rapport With Customers
How And When To Manage Customers Expectations
How Can We Pair Active Listening With Strategic Language To Create Incredible Results
How To Deal With Upset Customers and De-Escalate Any Situation
How Social Media Plays a Role In Quality Customer Service
How To Set Up And Manage Customer Service Systems
How To Collect And Analyze Customer Feedback
How To Develop Resilience And Avoid Burn Out
Requirements
There are no pre-requisites for this course, but I would recommend starting with an open mind about how you approach every conversation you have moving forward.
Description
Welcome to the Prototopics Customer Service Mastery Course, designed for business owners, aspiring customer service professionals, and seasoned customer service employees seeking to elevate their skills and understanding of modern customer service practices. This course offers a comprehensive exploration into the science of customer service, combining theory with practical applications to transform customer interactions and drive business success.What You Will LearnUnderstanding the Customer: Dive deep into the psyche of today's consumers. Learn how to map customer journeys, develop empathy, and recognize the diverse needs and expectations of different customers.Communication Excellence: Master the art of effective communication, both verbal and non-verbal. We'll cover active listening, clarity in response, and the nuances of digital communication across various platforms.Handling Complaints and Difficult Situations: Equip yourself with strategies to turn complaints into opportunities. Learn techniques for de-escalating conflicts, managing difficult customers, and transforming negative experiences into positive outcomes.Leveraging Technology: Discover how to use technology to enhance customer service. You'll learn how to utilize tools that streamline service and personalize customer interactions, such as Customer Relationship Management (CRM).Data-Driven Decision Making: Understand how to collect, analyze, and act on customer feedback. We'll explore key metrics and analytics that guide improvements in service quality and customer satisfaction.Creating Personalized Experiences: Learn the importance of personalization in building loyalty and enhancing customer experiences. We'll share strategies for tailoring interactions and services to meet individual customer needs.Team Management and Leadership: For those leading customer service teams, gain insights on hiring, training, and motivating employees to achieve excellence in customer service. Learn how to create a culture that prioritizes exceptional service.Future Trends and Innovation: Stay ahead of the curve by exploring emerging trends in customer service. From the integration of augmented reality to the implications of social media, learn what the future holds and how to prepare for it.Course Features:Interactive Learning: Engage with dynamic lessons that include real-world case studies, interactive discussions, and practical exercises.Expert Insights: Learn from industry leaders who share their experiences and strategies for success.Flexible Learning: Access course materials at your convenience, allowing you to learn at your own pace and schedule.Community Support: Join a community of like-minded professionals to share insights, challenges, and successes.Who Should Enroll:This course is ideal for anyone involved in or interested in customer service, including business owners, managers, frontline customer service staff, and those looking to enter the field. Whether you're looking to refine your skills, lead a team to excellence, or revolutionize your organization's customer service, this course offers the tools and insights you need.Let's Get Started!By the end of this course, you'll not only have a deeper understanding of what makes exceptional customer service but also possess the practical skills to implement meaningful changes. Join us on this journey to mastering customer service and unlock the full potential of your customer interactions.
Overview
Section 1: Introduction
Lecture 1 How This Course Works
Section 2: Lesson One: The Customer
Lecture 2 The Value Of A Customer
Lecture 3 Every Complaint Is Real
Lecture 4 Essential Skills For Customer Service
Lecture 5 Common Mistakes To Avoid
Lecture 6 The Difference Between Low-Ticket Sales And High-Ticket Sales
Lecture 7 Going Above And Beyond
Section 3: Building Rapport With Customers
Lecture 8 First Impressions
Lecture 9 Using Small Talk To Break The Ice
Lecture 10 Discovering The Problem
Lecture 11 The Power Of Your Voice
Lecture 12 Smiling And Eye Contact
Lecture 13 Body Posture
Lecture 14 Avoiding Fidgeting
Lecture 15 Making Use Of Gestures
Lecture 16 Mirroring Body Language
Section 4: Managing Customer Expectations
Lecture 17 Asking The Questions That Matter
Lecture 18 Setting Realistic Customer Expectations
Lecture 19 Why Customers Miss Information
Lecture 20 Dealing With Unreasonable Expectations
Lecture 21 Creating Lifelong Customers
Lecture 22 Controlling The Conversation
Lecture 23 How To Manage Upsells - F.U.G.I
Section 5: Actively Listening & Using Language Strategically
Lecture 24 What Is Active Listening?
Lecture 25 Benefits Of Active Listening
Lecture 26 Barriers of Effective Listening
Lecture 27 Clarify And Paraphrase
Lecture 28 Open-Ended vs Closed-Ended Questions
Lecture 29 Verbal And Non-Verbal Affirmations
Lecture 30 What To Listen For In Customer Communications
Lecture 31 Building Trust and Restoring Customer Confidence
Lecture 32 Uncovering Customer Motivations
Lecture 33 Adding Emotion To Your Writing
Lecture 34 The Buyers Line
Section 6: Dealing With Upset Customers
Lecture 35 Introduction To Upset Customers
Lecture 36 Showing Empathy
Lecture 37 Taking Ownership
Lecture 38 Language That Triggers Negative Emotions
Lecture 39 Learning From Difficult Conversations
Lecture 40 Preventing Upset Customers
Lecture 41 Collecting Feedback
Lecture 42 Effective Strategies For Delivering Bad News
Lecture 43 The Customer Isn't Always Right, Sorry Sam
Section 7: Social Media For Customer Service
Lecture 44 Social Listening
Lecture 45 Engaging On Social Media
Lecture 46 Dealing With Positive Reviews
Lecture 47 Dealing With Negative Reviews
Section 8: Customer Service Systems
Lecture 48 Various Forms Of Customer Service
Lecture 49 Domain Name And DNS Configuration
Lecture 50 How To Use Zendesk
Lecture 51 Building a Customer Service Template Of Questions
Lecture 52 Creating Continuity Across All CSRs on Your Team
Lecture 53 Ongoing Training To Improve Your Customer Service Skills
Lecture 54 How To Train CSRs
Lecture 55 Customer Service Chain Of Command
Lecture 56 Time Management
Section 9: Analysis And Feedback
Lecture 57 Collecting Customer Feedback Using Your Website
Lecture 58 Collecting Customer Feedback Using Email
Lecture 59 Using Social Media And Apps For Feedback
Lecture 60 Analyzing Customer Feedback
Lecture 61 Addressing Common Customer Complaints
Section 10: Developing Resilience And Avoiding Burnout
Lecture 62 Self-Care In Customer Service
Lecture 63 Building The Resilience To Succeed
Lecture 64 The Power Of "What If" And Creative Problem Solving
Section 11: Final Exam
Outgoing Individuals looking for an exciting, new career opportunity,Customer Service Representatives trying to hone in our their craft,Small Business Owners overseeing customer service or overseeing a team of customer service representatives,New graduates seeking a career path that want to show additional initiative within the customer service field
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