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Brilliant Customer Service

Normaler Preis €50.00
Ein Kurs von Lecturio
Brilliant Customer Service
Lektionen: 23 Lessons
Länge: 1 hour
Sprache: English


Do you want to improve your level of customer service quality? In this interactive video course you and your customer service representatives (CSRs) will be provided with various reality-proven models of high-quality customer service strategies and techniques that are easily implementable.


You will furthermore learn how to turn any complaining customer into a brand and service quality ambassador and tell you why customer relationship management (CRM) is worth the effort and money and how it can elevate your service level and customer loyalty.

After this course you will be able to:

  • Use the various channels like phone, email and CRM in an efficient manner
  • Deal with angry or difficult customers
  • Involve and liberate your customer support employees by handing over responsibility
  • Anamnese

This course is aimed at:

  • People who have to make strategic decisions for their customer support team, those who are at the sharp end, for customer relationship managers



Chapter 1: Course Overview: Brilliant Customer Service (01:23)


Chapter 2: The main Idea of Brilliant Customer Service (12:42)

   Lesson 1:     The main idea

   Lesson 2:     Using proven models of best practice

   Lesson 3:     Nordstrom´s way and dictum

   Lesson 4:     Different inverted pyramids

   Lesson 5:     Some more tips

   Quiz 1:          3 Questions


Chapter 3: Face to face with our Customers (13:16)

   Lesson 6:     First impressions

   Lesson 7:     Perception

   Lesson 8:     “SOFTEN” your greeting

   Lesson 9:     Active Listening

   Lesson 10:   From incompetence to competence

   Quiz 2:          4 Questions


Chapter 4: Communication Processes in Customer Service (18:36)

   Lesson 11:   Recap of Lecture 2

   Lesson 12:   Things, Thoughts and Alternatives

   Lesson 13:   Unhappy of difficult conversations

   Lesson 14:   Brilliant email service

   Lesson 15:   Tips for great emails

   Quiz 3:          5 Questions


Chapter 5: Dealing with difficult or angry customers (17:38)

   Lesson 16:   Dealing with customers

   Lesson 17:   Compliant

   Lesson 18:   Emotionally driven behaviour

   Lesson 19:   Issue focused behaviour

   Quiz 4:          5 Questions


Chapter 6: Strategy for Brilliant Customer Service (12:12)

   Lesson 20:   A Strategy for “Brilliant Customer Service”

   Lesson 21:   Change the organogram

   Lesson 22:   Implementation

   Lesson 23:   CRM

   Quiz 5:          3 Questions