Published 8/2022
MP4 | Video: h264, 1280×720 | Audio: AAC, 44.1 KHz
Language: English | Size: 191.43 MB | Duration: 0h 43m
Customer service relationship management | Improve your soft skills | Create positive experiences for your customers
What you’ll learn
How to take care of yourself while taking care of others
How to be personable even when you’re not there in person
How to really listen to customers, not just hear their problems
Create customers who are loyal for life and sing your praises to friends and family
Help your team or employees give great service and be creative with new ideas
Requirements
Nope. You just need a desire to deliver top-notch customer service.
Description
Great customer service skills attitude is the key to success for all organization!You have the ability to provide excellent customer service, foster client loyalty, enhance your reputation, and progress your career with the correct customer service abilities. Do you want to learn how to wow your customers with great customer service?Making decisions that benefit your customers and enhance the operation of your business is possible when you properly communicate, listen, and understand your customers’ demands.For anyone who wants to learn how to deliver top-notch customer service, we developed this customer service skills training! This beginning customer service training will assist you in getting started whether you are a client-facing professional, a business owner, or a team management!This customer service course is for you if you wish to:Improve your customer relationship management skills with efficiencyCreate beautiful & memorable experiences for your customersLearn in-demand customer service with soft skillsStand out from competitors by providing personal touche customer careLearn best customer service practices that are practical and easy to implementSurpassing your clients’ assumptions can assist with conveying a drawn out expansion in income, consumer loyalty, and your vocation achievement.———————–Client support preparing doesn’t need to exhaust!This client support course incorporates video addresses, downloadable assets, genuine organization models, course notes, and meetings with industry experts. These assets are intended to assist you with applying what you realize and succeed!In this client support abilities preparing, you will cover:• Client support basics• Fundamental abilities in client support• Building compatibility in client care• Overseeing client assumptions• Successful listening abilities• Managing upset clients• Taking care of oneself in client support• Answering positive and negative surveys via online entertainment• Critical approaches to "amazing" your clients• FAQs and counsel• Interviews with industry expertsThe Key Performance Indicators (KPI’s) the you will learn :AVERAGE RESPONSE TIMEFIRST CALL RESOLUTION (FCR)CUSTOMER CHURNTOP SUPPORT AGENTSNUMBER OF ISSUESCUSTOMER SATISFACTIONNET PROMOTER SCORE (NPS)CUSTOMER EFFORT SCORECUSTOMER RETENTIONNET RETENTIONSERVICE LEVELSUPPORT COSTS VS REVENUEREVENUE CHURN RATEMRR GROWTH RATEAnd much much more!And don’t forget to take your certificat !!
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 What is customer service?
Lecture 3 Why is customer service important?
Lecture 4 What are the principles of good customer service?
Section 2: 21 key customer service skills
Lecture 5 Introduction
Lecture 6 1. Problem solving skills
Lecture 7 2. Patience
Lecture 8 3. Attentiveness
Lecture 9 4. Emotional intelligence
Lecture 10 5. Clear communication skills
Lecture 11 6. Writing skills
Lecture 12 7. Creativity and resourcefulness
Lecture 13 8. Persuasion skills
Lecture 14 9. Ability to use positive language
Lecture 15 10. Product knowledge
Lecture 16 11. Acting skills
Lecture 17 12. Time management skills
Lecture 18 13. Ability to read customers
Lecture 19 14. Unflappability
Lecture 20 15. Goal-oriented focus
Lecture 21 16. Ability to handle surprises
Lecture 22 17. Tenacity
Lecture 23 18. Closing ability
Lecture 24 19. Empathy
Lecture 25 20. A methodical approach
Lecture 26 21. Willingness to learn
Section 3: CUSTOMER SERVICE KEY PERFORMANCE INDICATORS AND METRICS
Lecture 27 AVERAGE RESPONSE TIME
Lecture 28 FIRST CALL RESOLUTION (FCR)
Lecture 29 CUSTOMER CHURN
Lecture 30 TOP SUPPORT AGENTS
Lecture 31 NUMBER OF ISSUES
Lecture 32 CUSTOMER SATISFACTION
Lecture 33 NET PROMOTER SCORE (NPS)
Lecture 34 CUSTOMER EFFORT SCORE
Lecture 35 CUSTOMER RETENTION
Lecture 36 NET RETENTION
Lecture 37 SERVICE LEVEL
Lecture 38 SUPPORT COSTS VS REVENUE
Lecture 39 REVENUE CHURN RATE
Lecture 40 MRR GROWTH RATE
Section 4: Conclusion
Lecture 41 Conclusion
People starting out in a customer service career will benefit from this course.,First time customer service reps should take this course to prepare themselves for their new job.
Homepage
https://www.udemy.com/course/tips-technics-customer-service-skills-next-level-2022/
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