Exceptional Customer Service

What your team will learn

• Anticipate what customers need and go further than they expect
• Turn complaints and service failures into chances to win customers back
• Use CRM tools, social media and automation without losing the personal touch
• Measure customer satisfaction and build a culture that keeps service strong

1. Week1

   What excellent service looks like

   1. Session 1
      Exceptional customer service

      What sets exceptional service apart, and the standard this course works toward.

   2. Session 2
      Why satisfaction matters

      How satisfied customers affect your business, and what drives their satisfaction.

   3. Session 3
      Needs and expectations

      Recognizing what each customer needs and expects from you.

2. Week2

   Building strong customer relationships

   1. Session 4
      Trust and rapport

      Earning a customer's trust quickly and building rapport that lasts.

   2. Session 5
      Communicating well

      Communication skills that keep every exchange with a customer clear and positive.

   3. Session 6
      Difficult customers

      Handling difficult customers with empathy, so the conversation stays on track.

3. Week3

   Thinking like the customer

   1. Session 7
      In the customer's shoes

      Seeing your service from the customer's side of the counter, phone or screen.

   2. Session 8
      Anticipating needs

      Spotting what a customer will need next, and having it ready.

   3. Session 9
      Going above and beyond

      Practical ways to surpass what customers expect from you.

4. Week4

   Resolving issues efficiently

   1. Session 10
      Problem-solving

      Techniques for getting to the root of a customer's problem and fixing it quickly.

   2. Session 11
      Resolving conflict

      Strategies for calming a disagreement with a customer and finding a fair way forward.

   3. Session 12
      Complaints as opportunities

      Using a complaint to improve your service and strengthen the relationship.

5. Week5

   Using technology to serve better

   1. Session 13
      CRM tools

      Using customer relationship management tools to know your customers and serve them well.

   2. Session 14
      Social media support

      Supporting customers through your social media channels.

   3. Session 15
      Automation with a personal touch

      Bringing in automation while keeping service personal.

6. Week6

   A service-minded culture

   1. Session 16
      Leadership's role

      How leaders set the tone for excellent service across a team.

   2. Session 17
      Teamwork and support

      Helping your team work together and back each other up on service.

   3. Session 18
      Feedback and improvement

      Building feedback into daily work, so service keeps getting better.

7. Week7

   Service recovery and retention

   1. Session 19
      Recovering from service failures

      What to do when service goes wrong, to win back the customer's confidence.

   2. Session 20
      Loyalty and retention

      Loyalty programs and other strategies that keep customers coming back.

   3. Session 21
      Long-term relationships

      Building relationships that keep customers with you for the long term.

8. Week8

   Keeping standards high

   1. Session 22
      Measuring satisfaction

      Monitoring and measuring customer satisfaction, so you know how your service is landing.

   2. Session 23
      Changing needs and trends

      Adapting your service as customer needs and expectations shift.

   3. Session 24
      Personal action plan

      Each person builds a plan for how they will keep growing after the course.

How the sessions work

• Case studiesReal service situations to analyze and learn from.
• Group discussionsTalk through service challenges together and learn from each other's experience.
• Practical exercisesHands-on exercises that put each week's skills to work.
• Online communityExtra materials, resources and an online community for support between sessions.

Who it's for

• Customer service teams that have the basics and want to raise the bar
• Supervisors and managers who set service standards
• Businesses using CRM tools, social media or automation to serve customers