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It’s very easy to pass the responsibility of a customer onto someone else. But taking responsibility is vital for good customer service. In this course, you’ll learn ways to deal with customers without passing the buck. Suitable for anyone in customer services, it also covers how to implement proactive customer service to solve problems before they even arise.
This course will teach you the various reasons taking responsibility is vital to customer service. You’ll learn practical ways to take responsibility in your day-to-day tasks and ensure customers are dealt with correctly. You’ll also learn what proactive customer service is and how you can use it to prevent issues from occurring in the first place.
Remember the schoolyard game ‘hot potato’, where a ball is passed from one person to another without them getting much time to react? Sometimes customer service can feel like that. A customer is passed from person to person, department to department, and nothing gets resolved.
Taking responsibility for a customer’s problems is a key part of customer service. Having 1 contact point sets customers’ minds at ease that someone is helping them. What’s more, their issues will be resolved far more efficiently. This course will explain how you can take responsibility for your customers’ problems and proactively work to prevent them in the 1st place.
Everyone has been put on hold, only to be transferred to someone different at some point. It’s incredibly frustrating! You just want someone to help you. We knew this course would have to take place in a call centre to show the other side of this. And what’s more frustrating than being on hold? Technology, of course. Put them together and you’ve got a setting perfect for customer frustration at being passed around. This scenario demonstrates the theme of taking responsibility for the learner in a relatable way, and the superb animation and visuals keeps them engaged.
We’ve also baked some scenarios into the structure of the course, making the learner consider what they would do in a given situation. This helps them think about applying the learning to their job and how they can take responsibility better. We’ve also used a step-by-step guide to demonstrate the best way to diagnose a customer’s problem using the key points ‘Listen, Clarify, Summarise & Identify’ that you’ll find very useful.
Everyone has the right to learn and learner need can vary demanding on environment or disabilities. This course comes with transcripts so people have text options for an media, subtitles for all videos and is screen reader friendly with alternative text.
We take a number of steps to ensure visuals and navigation is easy for your people. For more information on the steps we take for accessibility check out how we make our courses.