Deliver Exceptional Customer eXperience Online Course.
Deliver exceptional customer service as a front-facing employee by understanding your customers, communicating with impact, building genuine rapport and confidently handling every interaction.
- Taught by
- Claire Boscq CSP, Keynote Speaker I CX Global Guru I CEO & Founder Elevated eXperience
- Price
- US$188.00
- Level
- Beginner
- Category
- General
- Time
- About 12 hours
- Where
- Online, at your own pace
About this course
Deliver exceptional customer service as a front-facing employee by understanding your customers, communicating with impact, building genuine rapport and confidently handling every interaction across 12 practical modules designed to create positive experiences that keep customers coming back.
Every interaction matters.
From the moment a customer first connects with your organisation to the conversations, transactions and experiences that follow, your behaviour can influence how they feel, what they remember and whether they choose to come back.
Deliver Exceptional Customer eXperience Online Course – From Service to SHINE is a practical online course designed to help you improve service, energise your team and create customer experiences that make people return, recommend and rave about you.
You will explore how customers behave, how emotions influence interactions and how your communication, body language, listening skills and attitude can completely change an experience.
You will discover practical ways to build rapport and trust, create and add value, confidently manage complaints and objections, recognise natural sales opportunities and strengthen customer loyalty.
Most importantly, this course will encourage you to move beyond simply serving customers and start actively shaping experiences that truly SHINE.
Because exceptional service does not happen by accident. It happens when people consciously choose to care.
By the end of the course, you will have practical ideas and actions you can immediately apply to your everyday customer interactions.
What's in it
Module 1 | Who Are Your Customers?
- Module 1: Module 1 | Who Are Your Customers?
- Module 1: Module 1 | Who Are Your Customers? SLIDES
- Module 1 Customer Service means Game cut out
- Module 1 The Art of Cooperation exercise
- Creating your AVATAR
Module 2 | Communication That Connects
- Module 2 | Communication That Connects
- Module 2 | Communication That Connects SLIDES
- Module 2 | Communication That Connects
- Being present
- The Perfect phrase
- The Train Station
Module 3 | Understand Yourself to Understand Others
- Module 3 | Understand Yourself to Understand Others SLIDES
- 4 Colours Exercise
- Behaviour results
- Behaviour style description
- Module 3 | Understand Yourself to Understand Others
Module 4 | The Power of Rapport
- Module 4 | The Power of Rapport
- Module 4 | The Power of Rapport SLIDES
- Mindful Listening
- 5 powerful techniques to build RAPPORT (2)
Module 5 | Create Value & Add Value
- Module 5 | Create Value & Add Value
- Module 5 | Create Value & Add Value SLIDES
- The value of your lifetime customer exercise
- Exceeding expectations
Module 6 | Creating Exceptional Customer eXperiences
- Module 6 | Creating Exceptional Customer eXperiences
- Module 6 | Creating Exceptional Customer eXperiences SLIDES
- Mystery Shopping Retail Questionnaire template
- Its party time
Module 7 | Caring Sales
- Module 7 | Caring Sales
- Module 7 | Caring Sales SLIDES
- Benefits V features exercise
Module 8 | Handling Complaints with Confidence
- Module 8 | Handling Complaints with Confidence
- Module 8 | Handling Complaints with Confidence SLIDES
Module 9 | Handling Objections
- Module 9 | Handling Objections
- Module 9 | Handling Objections SLIDES
- Objection handling template
Module 10 | Confidence Creates Confidence
- Module 10 | Confidence Creates Confidence
- Module 10 | Confidence Creates Confidence SLIDES
- Module 10 The Iceberg
- Module 5 Beeing Smart
- Module 10 3-Step Mindful exercise
- New Lesson
Module 11 | Creating Customer Loyalty
- Module 11 | Creating Customer Loyalty
- Module 11 | Creating Customer Loyalty SLIDES
- 20 ways to increase customer retention
- 80 customer loyalty ideas
- Reward System Exercise
Module 12 | Creating a Caring Service Culture
- Module 12 | Creating a Caring Service Culture
- Module 12 | Creating a Caring Service Culture SLIDES
- Define your EX & CX Promise Exercise
- Excellence V Poor exercise
- Why you do what you do exercise