• Lesson

What Does Customer Service Really Mean?

  • 15m
  • Editable

This module looks at the meaning of customer service and explores the components of customer satisfaction, the difference between service-focused and sales-focused customer roles, as well as meeting customer expectations.

It should take you around 15 minutes to complete this module.

Watch Content Preview

Also in Retail – Core

Using Complaints to Improve Performance
lesson / 15m

Every piece of feedback a business receives is useful, and complaints can help us build a better understanding of the customers’ viewpoint. This module will […]

View
Overcoming Objections and Closing
lesson / 25m

How we handle and overcome objections is an important part of securing, satisfying and keeping customers. This module explores how to overcome common objections, […]

View
Giving Customers More with Cross-Selling and Upselling
lesson / 15m

We all know happy customers are good for business, but how do we make them happy and give them more? This module explores proven […]

View
Talking About Features and Benefits
lesson / 15m

Customer service employees are paramount to showcasing what an organisation has to offer its customers. A powerful way to do this is by leveraging the features […]

View
Questioning Tools and Techniques
lesson / 15m

We can all ask questions; but it’s finding the right question to ask and when to ask it that takes good customer service to […]

View
Getting to the Heart of Customers’ Needs and Wants
lesson / 15m

Exploring what really sits at the heart of the customers’ needs helps get the right solution for them, inspires trust and loyalty and ultimately […]

View
Building Rapport
lesson / 15m

Research shows that a warm welcome is vital when it comes to customer satisfaction levels. This module goes beyond service with just a smile, […]

View
Why Customer Service Matters
lesson / 15m

To truly get behind the principles and practices of customer service, colleagues get to the heart of why great service matters. This module will explore the […]

View
Mastering a Customer Service Mindset
lesson / 16m

True customer service is more than just following guidelines and processes to sell a product or service; it’s about a genuine, innate desire to […]

View
Everyday Customer Service Skills
lesson / 15m

In this module, you’ll explore the knowledge, skills and behaviours required to deliver excellent customer service. It should take you around 15 minutes to complete.

View
Cultivating a Customer Service Culture
lesson / 18m

This module explores how every employee has a role to play to keep customer service at the heart of an organisation. It also demonstrates how embedding a […]

View