Even when we apply all our customer service skills to deliver an excellent service, things may go wrong, unexpected events can happen that disrupt or negatively affect the service delivery.
Even when following all the correct procedures and policies there may be shortfalls or gaps in the service we are providing.
Part of offering an excellent service to clients isn't being perfect - that's an unreasonable expectation from the clients and from ourselves.
Analyzing to identify shortfalls or areas not meeting the client’s needs and taking corrective action is what great customer service looks like.
In this course, you will gain an understanding of how to identify areas in your customer service delivery that are not meeting the customer’s needs, and the strategies for de-escalating complaints and resolving problems with real world applications.
Approximately 20 Minutes
Having a clear and shared team purpose helps to focus the team on the work that they are here to do.
Developing a Team Purpose can be especially useful after a major workplace change or organizational shift in business operations, as it is a way to quickly refocus and re-energize the team.
A team purpose is a statement that explains why the team exists. It is generally a short simple statement that explains what the team is here to do and how it will contribute to achieving that.
In this course, you will gain an understanding of the advantages to be achieved by having a clear and shared team purpose and how to focus the team on the work that they are here to do.
Approximately 20 Minutes
Managing knowledge process has primarily two purposes - reusing existing knowledge and creating new knowledge.
Knowledge captured in the past is used to improve performance on the current work, and the knowledge created by the current work is made available to future work.
The Lessons Learned workshop can be the beginning of the requirements capture process for any new work processes or practices being introduced.
In this course, you will gain an understanding of the tools and techniques that may apply to understand changes in the workplace, and learn how the changes can be introduced, managed, monitored, and maintained in the business.
Approximately 20 Minutes
You go to work each day and have a good understanding of what activities you and your team need to perform, what reports you need to write, who you need to provide updates to, what process takes a little longer, what you can get done quickly, how to make your work process run smoothly for you.
However, in customer service, this isn’t enough. What about the customer's perspective? What is their daily experience like? Are your processes and activities helping or hindering the customer?
In this course, you will gain an understanding of how customer interactions help provide insight into customer experience and creating personalized experiences for customers.
Approximately 20 Minutes
To ensure you are offering an excellent customer experience, you must consider all aspects of your service delivery from the customers perspective.
Creating an exceptional customer experience strategy is vital to enable great experience every time your customers interact with your business. If they have a fantastic experience, they are much more likely to champion your services to others.
In this course, you will gain an understanding of how to define a great customer experience and how you, the customer service provider, can review your service processes, formulate strategies, and utilize different technologies to achieve service excellence.
Approximately 20 Minutes
Promoting teamwork in the workplace is critical to improve business operations, productivity and effectiveness. Effective teamwork among team members also boosts morale, provides learning opportunities and promotes workplace synergy.
However, in reality, not everyone in the workplace is willing to make the necessary effort to collaborate and work together. Teamwork cannot be built in this scenario and it makes achieving organizational goals a lot more challenging.
A team player should always actively contributes to their team in order to complete tasks, manage projects, and accomplish goals. And they are very good at communicating, collaborating, active listening, and problem-solving.
In this course, you will gain an understanding of the skills and knowledge required to organize your own work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence.
Approximately 20 Minutes
Customer Experience is all about dealing with issues and providing effective solutions to problems. Learn the tips and techniques on how to offer help and how to ask for help.