From the course: Customer Service Mastery: Delight Every Customer

Welcome

From the course: Customer Service Mastery: Delight Every Customer

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Welcome

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- Customer service or customer care is incredibly important. It's the way that most people judge you because they can't really judge your behind-the-scenes quality. If you think of a restaurant, you don't go in there and check is the chef cooking to the right recipes. You trust that, you assume that. So you judge the restaurant on customer service. And yet, customer service is a forgotten area. There are pretty much no theories about it. And there's a few lists and processes that I've seen, but those have all been around the basics, answer the phone within three rings, smile, give your name, that kind of thing. But what about the delight factor, the chocolate on the pillow, the person who remembers your name or helps you with your bags or gives you a free stamp for your postcard. It's brilliant when you experience it, but there's no system for thinking of those special things, or is there? This course is designed to help you, not just get the basics right, I mean we'll look at them briefly, but to amaze your customers with how brilliant you are. It's not a list of methods for delighting. It's a list of methods for generating methods for delighting. So you can use it for whatever type of business you have, large or small, manufacturing or service, self-employed or corporate, public or private sector. So let's get started.

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