Creating Unforgettable Experiences Through Customer Service
Creating Unforgettable Experiences Through Customer Service
Customer service should not be a department, it should be the entire company - Tong Hsieh, CEO of Zappos.
Learn how to create unforgettable experiences and be in tuned with what your customers are saying, starting from US$8.33/month and get access to the GnowbeLearn General Library.
Includes:
Intermediate Level
15 Microlearning Sessions
211 min. of Experiential Content
96 Learning Actions
Group Discussions & Sharing
Offline Access
Lifetime Access via Mobile and Web
Digital Certificate shareable on LinkedIn
Session Overview
Before We Begin…
Fundamentals of Service Excellence
Service Encounter
Defining the Service Encounter
Stakeholders of the service encounter
- Moments of Truth
- Customer Interactions Part 1
- Customer Interactions Part 2
- Customer Perception
- Perception Creators
- Service Standards
- Dealing with an Angry Customer
- Power of a Few Words
- Delighting Your Customer
- End-Program Survey
What is this 'Microlearning Course' about?
This course will equip learners with the fundamental knowledge and skills to practice of excellent service. It aims to deepen their understanding of service encounter, organizational customer service philosophies and culture, and its impacts on customer service cycle.
Who is this course designed for?
Learners and customer service practitioners who are interested to develop and establish a customer service culture within their areas of work and elevate service standards for their customers.
What will you take away?
At the end of this course, you will be able to:
Define service encounter and its stakeholders.
Describe the role of operations in achieving service excellence.
Apply suggested work practices that lead to the delivery of excellent service.
Apply consistent & sustainable positive service experiences.
Identify customers’ perception points.
Describe excellent service mannerisms and professional appearance.
State the benefits of empowering service staff members.
Describe appropriate forms of language to win a customer.
Choose key customer touch point techniques that matter most to the internal & external customer. Examine service standards
Beyond their core business of conducting full-time courses for students, Temasek Polytechnic is also committed to the practical re-skilling and professional development of adult learners. They believe in helping individuals and organisations equip themselves with the necessary skills to meet the challenges of a dynamic economy.
