Free Download Udemy - Excellence In Customer Service
Published 11/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 275.32 MB | Duration: 1h 10m
Customer Service, Customer Service Management, Customer Support, Customer Experience, Customer Service Excellence
What you'll learn
Understanding the importance of customer service
Developing effective communication and empathy skills
Learning strategies for dealing with customers in difficult situations
Adopting best practices for customer satisfaction
Learning complaint management and problem solving techniques
Requirements
A computer or phone connected to the Internet
Desire to learn
Description
Today, customer service has become one of the most important factors that determine the success of a business. Ensuring customer satisfaction, building trust, and gaining loyal customers play a critical role in the sustainable growth of an organization. At this point, the "Excellence in Customer Service" course aims to provide professionals working in the field of customer service with the necessary knowledge and skills to achieve excellence in customer interactions.In this comprehensive course, you'll learn all the cornerstones of customer service, from understanding your customers' expectations to communicating effectively, strategies for dealing with difficult situations, and the importance of empathy and kindness. In addition to theoretical knowledge, you will experience how to put what you have learned into practice in the real world with practical examples and case studies.Who is this course for?Professionals working in the field of customer service (call center representatives, after-sales support employees, etc.)Sales and support staff who communicate directly with customersAnyone who aims to increase customer satisfaction in their businessIndividuals who want to improve their professional communication skillsLearning Objectives:At the end of this course, participants will:Understand the importance of customer service in business success.They will gain the skills to communicate effectively with customers, develop empathy and respond professionally.You will learn techniques for dealing with difficult customers and managing customer complaints effectively.It will adopt the basic strategies necessary to increase customer satisfaction.Course Content and ModulesCustomer Service FundamentalsDefinition and importance of customer serviceUnderstanding and meeting customer expectationsWays to increase customer satisfactionEffective Communication SkillsCommunication process and its componentsActive listening and use of body languageTelephone communication techniques and things to consider in written communicationDealing with Difficult CustomersEffective coping strategies with difficult customersComplaint management techniques and conflict resolution methodsCreating Customer Experience and LoyaltyWays to improve customer experienceStrategies to create loyal customersContinuous improvement and feedback collection methodsWhat the Course Will Achieve:This course will equip participants with the customer service knowledge and skills necessary to make a difference in business. At the end of the course, participants will have learned how to create trust and loyalty in their interactions with customers, provide constructive solutions in difficult situations, and maximize customer satisfaction.Certificate:At the end of the course, successful participants will be given an "Excellence in Customer Service" certificate. This certificate shows that you have professional competence in customer service and contributes to your career.
Overview
Section 1: Customer Service Fundamentals
Lecture 1 What is customer service?
Lecture 2 The Impact of Customer Service on Business Success
Lecture 3 What Are Customers' Expectations?
Lecture 4 Understanding and Meeting Customer Expectations
Lecture 5 Empathy, Courtesy and Professionalism
Lecture 6 Ways to Increase Customer Satisfaction
Section 2: Effective Communication Skills
Lecture 7 Communication Process and Components
Lecture 8 Active Listening Skills
Lecture 9 Effective Communication Skills by Phone
Lecture 10 Things to Consider in Written Communication
Lecture 11 The Importance of Body Language
Lecture 12 Using the Correct Tone of Voice
Section 3: Dealing with Difficult Customers
Lecture 13 Understanding Difficult Customers
Lecture 14 Complaint Management Techniques
Customer service representatives,Call center employees,After sales support teams,Professionals working on customer relationship management
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