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  3. Customer Service Excellence

Customer Service Excellence

nesg

EXPLORER

No Project

Updated 2 weeks ago

About

Modules

M:1

Introduction to Customer Service Excellence

4 Lessons

|

13 Min

  • What is Customer Service Excellence?

    5:06

  • Why Customer Service Matters in Today’s Market

    -

  • Service, Loyalty & Profitability (The Service-Profit Chain)

    -

  • Knowledge Check

    -

M:2

Understanding the Customer

5 Lessons

|

2 Min

  • Who is Your Customer?

    -

  • Understanding Needs, Wants, and Expectations

    -

  • The Concept of Moments of Truth

    -

  • Practical Tools for Understanding Customers

    -

  • Knowledge Check

    -

M:3

Communication Skills for Exceptional Service

4 Lessons

|

14 Min

  • Verbal, Non-Verbal, and Written Communication

    5:53

  • Active Listening & Empathy

    -

  • Positive Language & Tone

    -

  • Knowledge Check

    -

M:4

Professional Etiquette & First Impressions

5 Lessons

|

16 Min

  • Personal Appearance & Body Language

    -

  • Greeting Customers & Setting the Tone

    8:15

  • Telephone, Email, and Chat Etiquette

    -

  • Cultural Sensitivity

    -

  • Knowledge Check

    -

M:5

Handling Complaints and Difficult Customers

5 Lessons

|

20 Min

  • Why Complaints Are Opportunities

    4:09

  • The LAST Model

    -

  • De-escalation Techniques

    -

  • Types of Difficult Customers and How to Handle Them

    -

  • Knowledge Check

    -

M:6

Service Recovery and Building Loyalty

5 Lessons

|

8 Min

  • Going above and beyond expectations

    -

  • Importance of Follow-Up

    -

  • Turning Unhappy Customers into Advocates

    -

  • Case Study: GTBank (Now GTCO) – Building Loyalty Through Service Recovery

    -

  • Knowledge Check

    -

M:7

Time Management in Customer Service

4 Lessons

|

5 Min

  • Managing Queues and Response Time

    -

  • Prioritizing Multiple Requests

    -

  • Tools for Efficiency Without Losing the Personal Touch

    -

  • Knowledge Check

    -

M:8

Creating a Customer-Centric Culture

4 Lessons

|

6 Min

  • Aligning Personal Goals with Service Values

    -

  • Encouraging Teamwork in Service Delivery

    -

  • Continuous Improvement in Service Delivery

    -

  • Knowledge Check

    -

M:9

Reading Resources

1 Lessons

|

4 Min

  • Articles

    -

Preview this course

This course includes:

  • 1 Hr, 32 Min on-demand video
  • 8 assignments
  • 24 articles
  • Lifetime access
  • Milestone budges