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What is Excellence in Customer Care
Learn how to positively interact with customersPreview the first lesson free — get full access to all 7 lessons.
Beginner Provider : Stanley "Chris" Lomax 7 Lessons · 19m in German, English, Spanish, French, Portuguese, Chinese
Course Description
Making good first impressions with your customers is extremely valuable when creating positive customer experiences, because the first impression marks the beginning of your customer relationship. When customers are satisfied, they’ll likely have a better relationship with your business and continue to offer their support. It’s recommended to focus on effective communication and respect because when you consistently show your customers respect, you can gain their trust and help them feel appreciated. As you try to deliver an excellent customer service experience, you can also consider the customer journey. Customer journey mapping involves creating a visual representation of the customer experience. Understanding the customer journey stages can help you create a more positive customer service experience.
In these lessons on What is Excellence in Customer Care, you’ll identify strategies for making good first impressions and learn how to effectively build positive customer relationships using communication and respect. You’ll also explore the customer journey and understand how it relates to customer service.
What You'll Learn
- Identify strategies for making positive first impressions with customers
- Build positive customer relationships through respect and trust
- Apply effective communication when delivering customer service
- Explore the customer journey and its stages
- Understand how customer journey mapping relates to customer service
Key Takeaways
- A good first impression marks the beginning of the customer relationship and is valuable for creating positive customer experiences.
- Satisfied customers are more likely to maintain a better relationship with the business and continue their support.
- Consistently showing customers respect helps gain their trust and makes them feel appreciated.
- Customer journey mapping is a visual representation of the customer experience, and understanding its stages can help create a more positive customer service experience.
Frequently Asked Questions
What does this course cover?
This course covers strategies for making good first impressions, building positive customer relationships through communication and respect, and exploring the customer journey and how it relates to customer service.
What are the learning objectives of this course?
The objectives are to identify strategies for making positive first impressions, understand how to build customer relationships, and learn the value of communication and respect.
What topics are included in the lessons?
The lessons include Introduction, First Impressions, Building Relationships, The Customer Journey, Communication is Key, Remaining Respectful, and a Test Your Knowledge section.
What skills does this course help develop?
It helps develop skills in customer equity, customer experience improvement, customer marketing, customer relationship building, customer service training, and customer success management.
Professional Certifications and Continuing Education Units (CEUs)
Society for Human Resource Management (SHRM®)
Professional Development Credits (PDCs): 0.5
KnowledgeCity is approved by SHRM as a Recertification General Provider to offer SHRM-CP or SHRM-SCP professional development credits (PDCs). By taking the courses approved by SHRM, KnowledgeCity can award SHRM Professional Development Credits (PDCs) for HR knowledge and competency programs related to the SHRM Body of Applied Skills and Knowledge™ (the SHRM BASK™).
