Customer Service and Experience

Customer Service and Experience - 11 Courses

Brand Reputation

This course explains the impact of customer experience on brand reputation and provides practical tips on creating brand trust. The course also explores what drives and how to boost brand reputation. By the end of this module, you will be able to recognise the importance of a strong brand reputation, identify how to leverage positive customer experience to boost brand reputation and describe a role of trust in building brand reputation.

Building Relationships with Customers

In this course, we explain the importance of anticipating customers' needs to build positive relationships with them. The course also explores different types of customers and strategies for building better relationships. By the end of this module, you will be able to explain why positive relationships with customers are important for better customer experience, identify ways of strengthening relationships with customers, recognise ways of interacting with different types of customers and describe how knowing your customer helps exceed customer’s expectations.

Building a Customer-Centric Culture

In this course, we look at the importance of creating a customer-centric culture. The course also explores how to foster the right culture that puts the customer at the centre of everything you do. By the end of this module, you will be able to describe a customer-centric culture, identify the best approaches that you can help you contribute to this culture in your organisation and recognise the role employees and leaders play in creating customer-centric culture.

Caring for Vulnerable Customers

Caring for vulnerable customers is a cornerstone of customer and client care in modern corporate culture. How a company takes care of customers at a disadvantage reflects on its values and position in the marketplace. This course will examine how to identify a vulnerable customer and how to consider making the appropriate allowances for their specific needs.

Creating Customer Advocates

Creating customer advocates is pivotal when building a customer centric culture. In this course, we explain the power that customer advocates have on an organisation. The course also explores what steps can be taken to develop customer advocacy. By the end of this module, you will be able to explain what a customer advocate is, identify best approach to creating customer advocates and explain ways of building an emotional connection with customer.

Customer Complaints

In this course, we look at how to turn negative into positive and deal with a difficult customer. The course also explores the difference between feedback and complaints as well as offers best practices for approaching customer complaints. By the end of this module, you will be able to differentiate between a complaint and feedback, list the most common customer complaints, recognise best practice in handling customer complaints effectively and explain the importance of analysing complaints to improve the customer experience.

Foundations of Customer Experience

In this course, we explain the importance of customer experience and why having a customer experience focused organisation will lead to positive business performance. By the end of this module, you will be able to explain what customer experience is, identify the ways an organisation can assess their customer experience readiness, explain how a customer experience readiness investigation works and ask three key questions to assess your own awareness of customer experience in your organisation.

Measuring Customer Experience

In this course, we explain how to measure the end-to-end customer experience. By the end of this module, you will be able to explain the three key voice measures to evaluate customer experience and select the appropriate measures for assessing customer experience in your organisation.

Technology and Innovation

In this course, we look at how customer intelligence can help create the right customer experience. The course also explores the key tech tools used to deliver customer experience and how to innovate through technology. By the end of this module, you will be able to describe a role technology and innovation plays in delivering exceptional customer experience and identify ways you can leverage technology in customer experience.

The Customer Promise and the Customer Journey

the customer promise and customer journey

In this course, we explain how to create visual representations of the end-to-end customer journey. We explore the importance of developing a customer promise by highlighting why a commitment to customers helps to outline an organisations customer centric culture. By the end of this module, you will be able to explain why a customer strategy is important, explain how a customer promise can improve the end-to-end customer experience and explain why customer journey mapping is a great tool to bring a customer experience strategy to life.

Ways of Communicating with Customers

Communicating with customers in the right way is a key for all customer experiences. In this course, we explain the ways in which communication can enhance the end-to-end customer experience but also discusses the damage that can be done when organisations get communication wrong. By the end of this module, you will be able to describe the benefits of adapting communications to suit the needs of the customer, select an appropriate way of communicating depending on your audience and identify ways of adapting to customers communication styles

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Customer Service and Experience