Customer Service and Customer Experience

Name: Customer Service and Customer Experience
Author: Rhonda Tenenbaum

Learn how great customer service creates successful customer experiences.

Preview the first lesson free — get full access to all 4 lessons.

Course: On-Demand

(gentle music) Welcome to "Customer Service and Customer Experience." In these lessons, you'll learn what quality customer service entails. We'll also demonstrate how to establish brand loyalty through customer service so you can encourage customers to buy repeatedly fostering business growth. Providing customer service involves assisting and offering advice to consumers who buy or use a company's products or services. In today's business environment, most companies recognize that their relationship with their customers can make or break their organization. That's why it's important to establish either a customer service department or create customer service policies that can enhance the customer's experience. Providing good customer service is a strategy most companies aim to offer to both their existing and potential customers. Companies recognize that delivering good customer service can motivate customers to become brand loyal. Meaning that they become repeat customers who generate additional profits. Many companies also believe that delivering good customer service should be a requirement of their entire organization. Since a business' employees are the visual face of the company, executives, managers, and frontline staff play a large role in making customers feel welcome and appreciated. This makes it something of a marketing strategy, which is why it's important to give employees up-to-date information on company policies and products, as well as provide proper training. Companies can't expect every employee to know how to address a customer and their concerns. That's why most customer service departments provide training on how to appropriately communicate with customers face-to-face, by email and on the phone. Communicating properly involves using suitable body language, eye contact, a pleasant tone, and the right volume of voice. An employees objective is to satisfy the customer with quality customer service. Good customer service requires employees to smile and to be upbeat in all their interactions, even when the customer is irate, that means not reacting negatively to a customer's unkind behavior. Also customer service is deeply connected with both the customer's expectation and their experience. When a customer visits a store for the first time, they may have a preconceived notion about the store that's based on ads they've seen, their own curiosity or a recommendation. The first visit is crucial because that's when the customer will decide whether they'll wanna come back. Today, customer service is no longer just about helping a customer when they need to make a return. Companies install different atmospherics in their stores to exceed their customer's expectations and enhance their visit. In retail marketing, companies use atmospherics to help maintain customer engagement and sales through positive expectation and experience. Investopedia writer, Maya Dollarhide defined atmospherics as the controllable characteristics of retail space, which entice customers to enter the store, shop and purchase. Most companies allocate a portion of their marketing budget for atmospherics. For example, an organization may focus on the store's parking lot to ensure that it's well lit and clean and update their in-store navigation and signage to help customers easily locate different departments. The firm may also focus on the customer's moods and play music to make the shopping experience more enjoyable. It may even distribute different fragrances through the ventilation system to make walking through the store more pleasant. Many stores use lavender or vanilla fragrances for the calming effects. Other types of atmospherics include creating a comfortable temperature, so customers aren't too hot or too cold. The objective here is to keep the customer comfortable. A comfortable customer is more likely to spend more time in the store. If these atmospherics entice customers to promote their experience through word of mouth or through social media, it's more than likely more potential customers will want to have a similar experience. This can result in higher profits for the store.

Beginner Provider : Rhonda Tenenbaum 4 Lessons · 12m in Arabic, German, English, Spanish, French, Portuguese, Urdu, Chinese

Course Description

The customer service that you provide is an instrumental part of the overall customer experience. We’ll show you how you can you tailor your service to provide the best possible experience to your customers.

In these lessons, you’ll learn what constitutes good customer service and how to achieve it. You’ll discover what customers expect from the customer experience. You’ll also learn how to utilize tools that increase customer retention, and strategies for building customer loyalty and managing your company’s reputation.

What You'll Learn

Understand what constitutes good customer service and how to achieve it
Anticipate customer behavior and identify what customers expect from the customer experience
Apply techniques to build customer relationships and identify effective methods to communicate with customers
Use tools that increase customer retention and strategies for building customer loyalty
Manage your company's reputation as part of the overall customer experience
Learn how to turn prospects into customers

Key Takeaways

The customer service you provide is an instrumental part of the overall customer experience.
Tailoring your service helps provide the best possible experience to your customers.
Specific tools can be used to increase customer retention, and strategies exist for building customer loyalty.
Managing your company's reputation is part of delivering a strong customer experience.
Anticipating customer expectations and behavior supports building lasting customer relationships.

Frequently Asked Questions

What will I learn in this course?

You'll learn what constitutes good customer service and how to achieve it, what customers expect from the customer experience, how to use tools that increase customer retention, and strategies for building customer loyalty and managing your company's reputation.

What topics are covered in the lessons?

The lessons cover Customer Service Basics, Building Loyalty and Managing Reputation, and Anticipating Customers' Expectations and Behavior, followed by a Test Your Knowledge section.

What skills does this course help build?

This course supports skills including customer service, customer enablement, customer experience strategy (CX), customer experience improvement, knowing your customer, and retail experience.

Does this course explain how to convert prospects into customers?

Yes. One of the learning objectives is to learn how to turn prospects into customers, alongside building customer relationships and communicating effectively with customers.