Delivering Exceptional Customer Service

Description

Your organization’s customer service experience can be the difference between a “one-and-done” customer and a “promoter” who will create more customers for your company. Customer service expert Steve Curtin takes you through the seven keys to exceptional customer service.
0h, 40m
2283 Enrolled

Make Your Service Memorable for All the Right Reasons

Customers are the reason your organization exists. This means that the way you serve each and every customer becomes the point that separates your company from the competition. What type of service experience are you delivering? Is it ordinary or is it exceptional?

After a lengthy career in an industry whose sole focus is customer service , author and consultant Steve Curtin has spent the recent past working with organizations to define and deliver the best customer service. In this course, he offers you seven market-tested keys to exceptional service.

You’ll begin the course with a class on helping your employees move away from job function and move toward job essence. Curtin describes the steps you need to take to help your employees find initiative and take action. He also explains the process to give your employees motivation to pursue the essence of their jobs, rather than simply go through the motions.

The course continues with a method to create genuine responses to customers, rather than the robotic interactions that (if you’re lucky) mask contempt for customers. You’ll learn why exceptional customer service is a choice that needs to be made by your employees. Curtin gives you the subtle ways you can establish a culture of service in which discretionary effort becomes your employees’ first thought. The course concludes with a lesson in what Curtin considers the highest priority of your organization, the creation of customers who spread the word about your company’s exceptional service.

Each lesson is intertwined with personal stories from Curtin’s experiences both as a consultant and, most important, a customer.

WHAT YOU'LL LEARN

  • Why exceptional service is a voluntary practice on the part of employees.
  • How to help employees find the initiative to create action.
  • Why you need to give employees something to work toward.
  • How to create an environment in which employees will expend discretionary effort.
  • The highest priority for you, your employees and your organization.

About This Instructor

Curtin, Steve

Steve Curtin

Steve Curtin is a speaker, consultant and the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. He spent 20 years in various leadership and service roles with Marriott International, one of the premiere customer-focused companies in the world. Since 1992, he has delivered interactive and engaging presentations on three continents. He has delivered more than 600 presentations to more than 20,000...

Course Ratings

Average Customer Rating

88 out of 100
K. Shigwedha
100 out of 100

Great and very helpful course

this course was very helpful to me as I work with customers on a daily basis. I could related to most of the scenarios in this presentation. thank you

T. Patterson
80 out of 100

Overall Good - Though Very Repetitive

I would say in general the information and structure provided by this course gave good information with what the presenter was showing & talking about. - On the other hand as well most of the topics of discussion for the selections of the course seemed to repeat quite a lot and didn't seem to offer information that was too different from one another.

N. Stenekes
40 out of 100

jeff

a. singh
100 out of 100

amazing

amazing blog

S. Babbar
100 out of 100

Best of the Knowledge

Best course to examine the nature & needs of the customer

C. Torres
100 out of 100

Good reality check

N. Davidson
100 out of 100

Delivering Exceptional Customer Service

Very informative. A different way to view the same thing with a different perspective. I think this should be taught in high school to students.

T. Bondurant
100 out of 100

Good info

I liked it very much! The shirt hunt story really peaked my interest. I felt I was in his situation and could feel how appreciative I would be feeling toward the Shirt Store employees that were making sure I was treated like my needs mattered very much to them too. The story inspired me. thanks :)

P. Jasmin
100 out of 100

5

Examples given for Exceptional Customer Service is Awesome !

T. Mack
100 out of 100

Great Course

Great illustrations and key points made about the true value of customer service.

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