Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met. This makes it an important part on the value chain of clients. Each industry requires different levels of customer service, but at the end, the idea of a well performed service is that of increasing revenues. The perception of success of the customer service interactions is dependent on employees “who can adjust themselves to the personality of the customer”. Customer service is often practice in a way to reflect the strategies and values of a firm. Good quality customer service is usually measure through customer retention
But how is this done?
How do you ensure it’s consistent across your business? What are the benefits of delivering great
This course will start by making it very clear exactly what we mean by customer service, and why it’s so vital. It then goes into detail about the goals of great customer service, communication skills both verbal and non-verbal, discovering and understanding customer needs and much more.
This course will cover the following:
What is Customer Service
The Goals of Great Customer Service
Discovering and Understanding Customer Needs
Delivering Maximum Levels of Customer Service
Making Customers Feel Great From the Start
Non-verbal Communication and Body Language
Dealing with Customer Complaints