• What the course is about

    The Course covers the following: 1. What is customer service 2. The full customer journey - making it magical 3. What not to do 4. Communication 5. A customers minimum expectations 6. How to manage angry and upset customers 7. Upselling - the steps on how to and the benefits to the team and the business.

Course curriculum

  • 1
    Course overview
  • 2
    That Magical Experience
  • 3
    The Customer Journey
    • The beginning of the journey
    • Making the magic when the customer arrives
    • The magic ongoing!
    • The importance of communication
    • What NOT to do
  • 4
    Communication
    • The Communication Equation
    • Every day with every customer
  • 5
    Managing angry and upset customers
    • Spotting the unhappy customer
    • What to do
    • Fixing the problem
    • Problem Solving
  • 6
    Service that Sells - Upselling
    • Why Upsell when it is not your business?
    • It is not hard!
    • Steps one and two to upselling
    • Steps three, four and five to Upselling
    • Overview of Upselling
  • 7
    Finally...
    • Finally...and what now!
  • 8
    Quiz
    • Customer Service Quiz

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