When your customer does not return, what your organization loses is not just the money for the next transaction but the total revenue the customer would have brought to your organization across their entire relationship with you. This is a huge loss, which is even more when you imagine this scenario for multiple customers.
All this starts when the services provided do not meet the customer’s expectations. And it’s primarily because many employees:
This course is designed to address these issues. It will help employees understand, from first principles, what customers really want. It does not stop there. It goes a step further to help them master how to deliver it to make customers satisfied. But since it’s not enough to make customers just satisfied, the course goes another step to arm employees with the skills required to make customers completely satisfied so they return repeatedly.
Unlike the typical customer service training, this one explores the concepts and culture of service excellence and how to translate them into every behavior and action that employees understand.
It draws on the lifetime value of a customer, moments of truth, the cost of poor service, value from the customer’s perspective, and other thought-provoking concepts to change the attitude of participants towards customer service.
Very rich in content, interactive, and delivered on each participant’s schedule, this customer service course offers an optimal blend of all the key skills and distinctive attributes your employees must possess if you’re to stop the losses associated with poor service, and build your business around the element that matters most – loyal customers.
Course Objectives
After completing this course, participants will:
Course Outline
Session 1: Course Overview
Session 2: Understanding Service
Session 3: The Service Concept
Session 4: Controlling The Customer Experience
Session 5: Controlling The Service Outcome
Session 6: Where My Organization Stands
Session 7: Building Service Standards
Session 8: Achieving Loyalty
Session 9: When Things Go Wrong
Session 10: The Value Perspective
Session 11: A Personal Action Plan
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmartglobal.com:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (for individuals buying this course for themselves)
Click on "Enroll For This Course”, checkout and make payment with your Visa, Master, or Amex card. You will receive your unique login details by email and start training.
When your customer does not return, what your organization loses is not just the money for the next transaction but the total revenue the customer would have brought to your organization across their entire relationship with you. This is a huge loss, which is even more when you imagine this scenario for multiple customers.
All this starts when the services provided do not meet the customer’s expectations. And it’s primarily because many employees:
This course is designed to address these issues. It will help employees understand, from first principles, what customers really want. It does not stop there. It goes a step further to help them master how to deliver it to make customers satisfied. But since it’s not enough to make customers just satisfied, the course goes another step to arm employees with the skills required to make customers completely satisfied so they return repeatedly.
Unlike the typical customer service training, this one explores the concepts and culture of service excellence and how to translate them into every behavior and action that employees understand.
It draws on the lifetime value of a customer, moments of truth, the cost of poor service, value from the customer’s perspective, and other thought-provoking concepts to change the attitude of participants towards customer service.
Very rich in content, interactive, and delivered on each participant’s schedule, this customer service course offers an optimal blend of all the key skills and distinctive attributes your employees must possess if you’re to stop the losses associated with poor service, and build your business around the element that matters most – loyal customers.
Course Objectives
After completing this course, participants will:
Course Outline
Session 1: Course Overview
Session 2: Understanding Service
Session 3: The Service Concept
Session 4: Controlling The Customer Experience
Session 5: Controlling The Service Outcome
Session 6: Where My Organization Stands
Session 7: Building Service Standards
Session 8: Achieving Loyalty
Session 9: When Things Go Wrong
Session 10: The Value Perspective
Session 11: A Personal Action Plan
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmartglobal.com:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (for individuals buying this course for themselves)
Click on "Enroll For This Course”, checkout and make payment with your Visa, Master, or Amex card. You will receive your unique login details by email and start training.
