Connect - Customer Service Excellence

What you'll learn
What effective communication is
Why being proactive is the best approach to customer service
How to create a Customer Journey Map
What active listening and responding effectively entails
The four types of customers
How the Competency Framework applies in Customer Service
How to handle challenging customers
Level up strategies in Customer Service
Requirements
None
Description
Your organization's success is highly dependent on how successful you are in providing good customer service. The "Connecting with the Customer through Excellence in Customer Service" also known as the CONNECT Program is one such program designed to do such that. Here you will learn:What Effective Communication IsWhy being proactive is the best approach to customer serviceHow to create a Customer Journey MapHow to listen actively and respond effectivelyBest Practices in Phone and Email etiquetteThe differences between being Assertive and ArgumentativeHow to handle challenging customersLevel up strategies in Customer Service
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 Communication and the Communication Model
Lecture 3 Communication Barriers, Enablers, Tools, and Impact
Lecture 4 Oral and Written Comparison
Section 2: Customer Service
Lecture 5 What is Customer Service
Lecture 6 The Customer Journey Map
Lecture 7 10 Steps in mapping a Customer Journey
Lecture 8 Who is the Customer?
Lecture 9 Types of Customers
Lecture 10 Transaction Flow
Lecture 11 The Competency Framework
Lecture 12 Etiquette
Lecture 13 Customer Challenges
Lecture 14 Customer Challenges - Handling Irate Customers...

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