Skill level

Beginner

Lessons

**

Accredited by

CPD

Pre-requisites

None

Video duration

1h 37m

Estimated study time

11h for all materials

Instructor

David Brownlee

Customer Service Training

GoSkills online course syllabus

Sunday, November 19, 2023

Why is Customer Service Important?

The Psychology of Customer Service

Understanding in Customer Service

Distinguish Your Business

1 Customer service is one of the best ways to distinguish your company from your competition. Review Websites Are Everywhere

Most of your clients start their search for your business online and review sites can be a big part of that process.

2

Customers Allow Your Business to Exist

3 Without customer appreciation, you cannot provide excellent customer service. Psychology of Your Company

Excellent customer service starts from the top down – it trickles down from leadership, core values and mission to culture, procedures and empowerment of employees. 4

Psychology of Your Customers

You need to understand your customer’s psychology in order to provide them with excellent customer service.

5

Psychology of You

6 Your psychology will determine your ability to deliver excellent customer service. Response and Responsibility

Empathy in Customer Service

Clarify, Clarify, Clarify

Intelligent Questions

7 Questions lay the foundation for your interaction with the customer. Listen Intently

8 You have to engage your customers and actively listen to what they are communicating. Verbal and Nonverbal Cues

This module covers what to look for with verbal and nonverbal cues to deliver excellent customer service.

9

Reassure the Customer

10 This section covers how to reassure the customer that you are taking excellent care of them. Respond Quickly

11 You will learn the importance of speed in responding to your customers. Respond Positively

12 Here you will learn about positive communication and how to apply it to your customer service skills. Put Yourself in Your Customer’s Shoes

You will discover how to trade places with your customer in making decisions that will impact the quality of your interaction with them.

13

Recall a Similar Situation

14 You will discover how to relate with your customer and build rapport with them. Show Genuine Concern

15 You will learn how to create loyal customers through showing genuine concern for their needs. Repeat the Request

This section covers the steps necessary to make sure your customer’s needs are being addressed and solved.

16

Solutions

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Confirm the Customer’s Desired Outcome

This section will help you learn the skills to make sure you are providing excellent customer service by 17 catering to the customer’s wants and needs.

Repeat the Solution

This section will ensure that you are working to solve the customer’s actual problem, challenge or desire.

18

Expert Delivery

19 In this section you will discover how to provide solutions that exceed your customers’ expectations. Follow Up

In this section you will learn why follow up is important in building a loyal customer base that will never leave you for the competition.

20

Anticipate Customer Needs

In this section you will learn how to “Wow” your customers by providing services that serve them that they may not have even thought of yet.

21

Evaluate Customer Experience

22 Evaluate the customer’s experience and look for ways to improve the service you provide.

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