Welcome

From the course: Customer Service Mastery: Delight Every Customer

  • Course details

    When a customer receives exceptional service, you don’t just earn their business—you earn their loyalty. And while every customer is different, the methods for thinking about delight are shared by all. In this course, Chris Croft focuses on these methods, sharing over two dozen practical ways to inspire yourself and your team to generate ideas for delighting your clientele. Regardless of your industry, these tips can help you and your colleagues go beyond the basics and create personalized, meaningful customer service experiences.

    Instructor

    • Click here to view Chris Croft’s instructor page

      Chris Croft

      ★ Writer and Keynote Speaker, Project Management and Time Management, Negotiation Skills ~ UK-based

      • Lecturer turned thought leader Chris Croft has trained 80,000+ people in project management and leadership.Chris has also provided instruction on time management and negotiation, and has trained six million people on Lynda.com and LinkedIn Learning. He comes from an operations background, having earned an engineering degree from Cambridge, qualified as a chartered engineer, and worked as a senior manager in manufacturing for 10 years. He earned an MBA and worked as a university lecturer at Bournemouth University Business School for four years before starting his own training company in 1992. Since then, he has been in constant demand as a speaker, and his free email tips are sent to over 20,000 people.His website, www.chriscroft.co.uk, offers a free email tip of the month, a wide-ranging and unusual blog, and free instant guides. Chris has also created numerous free iPhone and Android apps, notably his Jobs To Do app and his Daily Happiness Tips app.His book Time Management is available from Amazon and most bookshops. He has 11 other instant guide mini-books at www.lulu.com and on the Amazon Kindle Store, and recently published The Big Book of Happiness for the Kindle, as well as the rather eccentric Management Vegetables.

    Skills covered in this course

  • Welcome

    - Customer service, or customer care, is incredibly important. It's the way that most people judge you because they can't really judge your behind the scenes quality. Think of a restaurant. You don't go in there and check, is the chef cooking to the right recipes? You trust that, you assume that. So you judge the restaurant on customer service. And yet, customer service is a forgotten area. There are pretty much no theories about it and there's a few lists and processes that I've seen but those have all been around the basics. Answer the phone within three rings, smile, give your name, that kind of thing. But what about the delight factor. The chocolate on the pillow, the person who remembers your name or helps you with your bags, or gives you a free stamp for your postcard. It's brilliant when you experience it, but there's no system for thinking of those special things. Or is there? This course is designed to help you not just get the basics right, and we will look at them briefly, but to amaze your customers with how brilliant you are. It's not a list of methods for delighting, it's a list of methods for generating methods for delighting. So you can use it for whatever type of business you have, large or small, manufacturing or service, self-employed or corporate, public or private sector. So let's get started.

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Contents