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Customer Service Success

Description

The aim of this module is to provide the learner with the foundational principles of customer service success, enabling them to apply these skills across diverse roles and levels within customer service.

This module will cover:
  • Exploring strategies to establish rapport effectively.
  • Understanding the steps involved in cultivating customer loyalty.
  • Mastering key principles to foster customer engagement.
On completion of this module, learners will be able to:
  • Describe the significance of building rapport.
  • Explain why customer loyalty should be promoted.
  • Identify various tactics to drive customer engagement.

Module Structure:

LEARNING OBJECTIVES
Aims and Learning Outcomes

TOPIC 1: STRATEGIES FOR RAPPORT BUILDING
Building Rapport
Get to Know your Customers
Making Customers Feel Valued
Understand Your Customers
Summary
Knowledge Check

TOPIC 2: BUILDING CUSTOMER LOYALTY
Attention to Detail
Reward Loyalty
Strive for Excellence
Summary
Knowledge Check

TOPIC 3: CUSTOMER ENGAGEMENT
Customer Engagement
Seven Key Principles
Summary
Knowledge Check

END OF LEARNING MODULE
End of Learning Module Summary

The learning module plus the assessment module will take approximately 60 minutes to complete.

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