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Welcome to the Course!
Why Poor Service Is Costing Your Company More Than You Think
How to Keep up with Rising Customer Expectations
Why Customer Feedback is Your Best Tool for Success
What Customers Really Think vs. What Businesses Believe
How Great Service Saves Money and Builds Loyalty
Your Power to Turn Great Service Into Revenue
What Motivates Customers to Pay More
Quick Wins from Providing Great Service
The Long-Term Benefits of Exceptional Service
Module 1: Exercise 2
Transforming Ordinary Service Into Memorable Experiences
How Small Efforts Create Big Results
How to Use Great Service to Turn Customers Into Advocates
Understanding What Your Customers Expect From You
Download: 50+ Ideas to Instantly Delight Customers
Why Fast, Efficient Service is a Game-Changer
How Personal Touches Make a Lasting Impression
The Power of Surprises in Building Customer Loyalty
The Personal and Professional Benefits of Outstanding Service
What Makes a Customer Interaction Truly Unforgettable?
Essential Skills for Career Growth and Success
How to Become the Go-to Expert for Your Customers
Real-Life Examples of Service Excellence
Module 2 Exercise
What Makes Customers Better Marketers Than the Experts
The Psychology of Word-of-Mouth
The Influence of Social Media and Online Reviews
How Technology Changed Customer Expectations
How Customer Reviews Are Shaping Brand Reputation
Why Customer Stories Spread Like Wildfire
Real-World Examples of Service Successes and Failures
A Story of Putting People Before Profits
When a Service Fail Became a Hit Song
The Giraffe Who Went on Vacation
Prioritizing Policy Over Common Sense Backfired
Module 3 Execise
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What Customers Want
Communication Platforms
Providing Quick Response Time
Personalizing Your Interactions
First Impressions Count
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
Recommended Resources
Exercises for Section 5
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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
Validating Customer Emotions
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
Exercises for Section 6
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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
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
Recommended Resources
Exercises for Section 7
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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
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
Exercises for Section 8
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