What You Will Learn
√ How to make and keep customers happy
√ How to deliver a great customer service performance
√ How to identify and write to different types of customers
√ How to handle customers complaints professionally
√ How to achieve assertiveness
Interesting fact that there are almost no official theories, tools or frameworks on how to create great Customer Service. In my experience, most employees generally want to do a good job and make customers happy, but often they don’t have the experience, background or tools to make it work. This course fixes that with simple, tried and tested ideas that have been working for years.
Over my 20 year teaching and training career, I’ve seen a lot of companies and businesses. And there was always a chance to improve their Customer Service quality.
You will learn in this course how to write emails to the customers with confidence, how to solve their problems in a nice and effective way and how to explain complicated policies. You will learn how to stay friendly, nice and helpful but always professional. You will learn how to design your emails, your paragraphs, and your sentences. You will learn how to avoid clichés and boring structures. All in all, you will learn how to write short, understandable, friendly and meaningful emails with a solution which make the customer happy.
How to make and keep customers happy
There are many factors on how to make and keep customers happy by means of emails. The German customers expect basically 3 things from you: 1. Transparency, in other words, you write in a clear and understandable way, 2. Politeness, in other words, you write in a nice and friendly way, you listen to the wishes of the customer and use empathy and 3. A solution, in other words, you find a way to solve his or her problem in a short time. You will learn how to bring these three elements together in one email.
How to deliver a great customer service performance
It’s easy: Having in mind the 3 most important expectations of the customer like Transparency, Politeness, and Solution. But is it really that easy? It’s not. But if you treat every customer individually, learn from every case and try to do your best, it’s possible. And that makes the customer happy and will give you a great feeling that you’ve done a great job. Apart from that, you have to optimize your writing skills, you must know the orthography and you have to give options to the customers. You will learn how to write in an easy, understandable and friendly way. You will learn a ton of small tricks regarding style, assertiveness, and effectivity.
How to identify and write to different types of customers
It’s important to treat every customer individually because everyone has his or her own needs, style and expectations. And the customers want to be treated nicely and professionally. They want to be understood and they want to have a person as a customer service consultant who helps them quickly and effectively. You will learn how to identify the customers and how to treat them individually.
How to handle customers complaints professionally
Customers are humans and humans moan a lot. Doesn’t matter if they are right or not – you need to handle the complaints in a polite but effective way. In this case – if the complaint is justified – you need to do 2 things: you say „sorry“ (and try to calm down the customer) and you find a solution. You will learn how to do that in an appropriate way.
How to achieve assertiveness
It’s very important to become aware of your importance and competence. That’s why I always talk about „customer service consultants“ and not „agents“ (you don’t need to kill anybody in the name of the government) – you advise and help the customer with your knowledge and your soft skills. You are not a servant with whom everybody can speak as he or she pleases. You are nice and friendly but you have your pride and self-confidence. You must become assertive. You will learn how to do that.