Have you ever had a negative customer experience? Maybe you were trying to get help with finding something you wanted to buy, but an employee either was unhelpful or ignored you altogether. Maybe you went out to eat and your food didn’t come for at least an hour. Whatever happened, it probably turned you off from spending money at that business again. As a representative of your company, it is absolutely crucial that you provide your customers with good service so that they will want to keep using your product/service.
This course will give you the skills and know-how to be an excellent customer service professional. You will see examples of both bad and good customer service, and see the benefits of providing good service. It will be broken down to clearly illustrate what kinds of traits you’ll need to have in order to provide good customer service. After that, you will learn the best ways to build and manage customer relationships, as well as about the various contact points that you can use to keep in touch with customers, which is key in providing good customer service.
Learning Objectives
- Know the basics of customer service, including the golden rule
- See the organizational benefits in good customer service
- Learn the characteristics of good customer service and be able to identify poor customer service
- Learn how to build and manage customer relationships
- Understand the various customer contact points
Skills you’ll gain
Customer ServiceCustomer Complaint ResolutionCustomer Experience ImprovementCustomer Service TrainingNegative FeedbackRetail ExperienceWhat You'll Learn
- Learn the basics of customer service, including the golden rule
- Identify the organizational benefits of providing good customer service
- Recognize the characteristics of good customer service and spot poor customer service
- Build and manage customer relationships, including referrals
- Use the various customer contact points such as face-to-face, phone calls, emails, texts, and social media
- Apply traits like patience, attentiveness, empathy, communication, and problem-solving to overcome obstacles
Key Takeaways
- Providing good customer service is crucial for keeping customers using your product or service.
- Good customer service depends on traits such as patience, attentiveness, a positive attitude, empathy, product knowledge, communication skills, problem-solving, conflict resolution, and decision-making.
- Building and managing customer relationships, including earning referrals, supports good customer service.
- Staying in contact through channels like face-to-face, phone calls, emails, texts, and social media is key to good customer service.
- The course uses examples of both bad and good customer service to illustrate the benefits of providing good service.
Frequently Asked Questions
What will I learn in the Customer Service Professionalism Series?
You will learn the basics of customer service including the golden rule, the organizational benefits of good service, the characteristics of good versus poor service, how to build and manage customer relationships, and the various customer contact points.
What customer contact points does the course cover?
It covers keeping in contact through face-to-face interactions, phone calls, emails, texts, and social media.
What traits does the course say are needed for good customer service?
The course covers patience, attentiveness, a positive attitude, empathy, product knowledge, communication skills, problem-solving, conflict resolution skills, and decision-making.
Does the course include examples and knowledge checks?
Yes. The course shows examples of both bad and good customer service and includes multiple Test Your Knowledge lessons throughout.
What skills does this course help build?
It builds skills in customer service, customer complaint resolution, customer experience improvement, customer service training, handling negative feedback, and retail experience.
Transcript
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Welcome to KnowledgeCity's course, Customer Service Professionalism. Customer service is a key aspect of a businesses success. Good customer service can keep customers coming back, but bad customer service can drive customers away, sometimes permanently. We've probably all experienced good and bad customer service. But how many organizations have we returned to after receiving bad customer service? Probably not many. This course is designed to help you become an outstanding customer service professional. If you are new to the industry, this course is going to show you the basics and if you've been in customer service for a while, we have some new things to share with you because there's always room for improvement in this important field. Let's get started. (upbeat music)
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