Course curriculum

  • 1

    Section 1: Introduction

  • 2

    Section 2: Value of Customer Service

  • 3

    Section 3: Exceeding Your Customers' Expectations

    • Download Lecture Notes

    • The Importance of Going Above and Beyond

    • How To Stand Out From Competition

    • Transforming Customers into Brand Advocates

    • Companies that Go Above and Beyond

    • Quiz

    • Increasing Your Professional Value

    • Developing a Positive Outlook

    • Good vs Outstanding Customer Service

    • Download: 50+ Creative Ideas to WOW Your Customers

    • Why Speed and Promptness Matter

    • Personalization for a Better Customer Experience

    • Surprise and Quality in Customer Service

    • Empathy, Clarity and Attentiveness

    • Time Management, Adaptability, and Self-Control

    • Persuasiveness and Product Knowledge

    • Quiz

    • Recommended Resources

    • Exercises for Section 3
  • 4

    Section 4: How Customers Share Their Experiences

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    • Understanding Customer Lifetime Value

    • Customers Pay More for Excellent Service

    • Customers Can Be the Best Marketers

    • Creating Memorable Experiences

    • The Power of Word-of-Mouth Marketing

    • Quiz

    • The Influence of Social Media and Online Reviews

    • How Technology Impacts Communication

    • Ease of Access to Information

    • Fast Response Time

    • Why Stories Go Viral

    • Real World Examples

    • A Story of Compassion

    • A Song Goes Viral

    • A Toy Giraffe Becomes Famous

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    • Choosing Policies Over Common Sense

    • Quiz

    • Recommended Resources

    • Exercises for Section 4
  • 5

    Section 5: Building Rapport with Customers

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    • What Customers Want

    • Communication Platforms

    • Providing Quick Response Time

    • Personalizing Your Interactions

    • Quiz

    • First Impressions Count

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    • Understanding Customer Needs

    • Becoming Aware of Nonverbal Cues

    • Building Customer Trust

    • Your Appearance Plays a Role

    • The Power of Your Voice

    • Controlling Facial Expressions

    • Using Your Body Language

    • Quiz

    • Recommended Resources

    • Exercises for Section 5
  • 6

    Section 6: Communicating With Your Customers

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    • What Is Purposeful Smalltalk

    • Mastering the Art of Smalltalk

    • Building Trust Through Personalization

    • Understanding Emotions Behind Words

    • Using Upbeat Words

    • Download: Examples of Positive and Negative Language

    • Quiz

    • Validating Customer Emotions

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    • Techniques for Giving Suggestions

    • Showing Gratitude

    • Matching Verbal and Nonverbal Behavior

    • Mirroring Body Language

    • Why Mirroring Works

    • Distracting Habits in Communication

    • Avoiding Multitasking

    • Allowing Conversations to Flow

    • Becoming Aware of Fidgeting

    • Explaining Without Data-Dumping

    • Omitting Filler Words

    • Quiz

    • Recommended Resources

    • Exercises for Section 6
  • 7

    Section 7: Active Listening Techniques

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    • What Is Active Listening?

    • Key Elements of Active Listening

    • Deterring Judgement

    • Reflecting to Build Rapport

    • Asking Probing Questions

    • Using Effective Questions

    • Closed-Ended vs. Open-Ended Questions

    • Download: 30+ Ideas for Questions to Ask Your Customers

    • Clarifying Important Details

    • Asking Leading Questions

    • Paraphrasing Information

    • Quiz

    • Responding with Tact

    • Avoiding Internal and External Distractions

    • Overcoming Communication Barriers

    • Becoming Aware of Cultural Differences

    • Understanding Pre-Existing Beliefs

    • How Cultural Differences Affect Communication

    • Quiz

    • Recommended Resources

    • Exercises for Section 7
  • 8

    Section 8: Managing Customer Expectations

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    • Setting Realistic Customer Expectations

    • Providing Clear Time Estimates

    • Checking for Satisfaction

    • Why Customers Get Confused

    • Helping Customers Understand

    • Reviewing Customer History

    • Using Simple Language and Visuals

    • Quiz

    • The Role of Scripts in Customer Service

    • Managing Unreasonable Expectations

    • Providing Alternative Solutions

    • Turning Complaints Into Opportunities

    • Taking Action on Feedback

    • Download: Customer Service Survey Questions

    • Quiz

    • Recommended Resources

    • Exercises for Section 8
  • 9

    Course Completion Instructions

    • Submit Your Workbook

    • Course Completion Instructions
  • 10

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