Discover how to get the most out of this course with proven techniques from a customer service training expert as well as create a personal learning plan.
- Before we dive in, I'd like to take a few minutes to discuss how to get the most out of this course. Let's start with the focus. The primary focus area is to give you skills and techniques to help you get better customer service. You can use these skills in almost any situation that involves human to human interaction, which leads us to our second intention. Because these are fundamentally interpersonal skills, you can use these same exercises to gain skills that will help you deliver better customer service in your job.
These skills can help you whether you serve external customers or just wanna create stronger relationships with your coworkers. Now, I wanna clarify one thing. This course is not intended to show you how to get the best deals or talk your way into freebies or discounts. That might happen, but what we're really striving for is better treatment and faster problem resolution when you are a customer. Okay, let's talk about the format. The course is divided into short videos to help you maximize your learning.
You'll get a lot more out of the course if you watch just one video at a time rather than watching the whole thing all the way through. Start by picking a short video lesson. You can go in order or skip around to the topics that interest you the most. Each video contains a short skill building activity, so the next step is to practice that activity while you are a customer. These are designed for nearly any service situation, whether you are at a restaurant, in a retail store, calling or emailing a contact center or virtually anywhere else another person is serving you.
Finally, reflect on what you learn after you apply each activity. This approach means it will take a little bit longer to complete the course but you'll get more out of it. Think of it this way. Do you want to complete the course as quickly as possible or do you wanna get better customer service? Now, I have included a few worksheets to help you. One of these worksheets is a learning plan that you can use to set your goals and track your progress. I recommend completing the goals section now before diving in.
- List three factors to consider when choosing the best service channel.
- Identify the fundamental skill that is the basis for the “Make Their Day” exercise.
- Name one thing a customer should not do after making a mistake.