Customer Complaint Handling - Part 2 provides advanced strategies for effectively managing and resolving customer issues. Building on Part 1, this course focuses on proactive communication, empathetic...
Do you often feel unsure how to resolve client complaints, wondering which way to turn and what to do, as well as make sure you deliver client satisfaction? Join this training to learn more. Objective:...
Conflict is an inevitable part of any workplace, but when managed effectively, it can lead to innovation, stronger relationships, and a more collaborative environment. This course is designed to equip...
This course highlights how mindset influences customer interactions. Participants explore how adopting a customer-centric mindset enhances empathy, problem-solving, and relationship building. The course...
During this webinar you will explore ideas of how to adapt your current customer service skills to an increasingly remote world to ensure a consistently high level of customer service excellence. Objective...
Adapting Customer Service to the Remote Environment - Part 2 continues to explore strategies for delivering exceptional customer support in virtual settings. Building on Part 1, this course delves deeper...
“People are always going to go shopping. A lot of our effort is just how do we make the retail experience a great one?” This course takes inspiration from those people and specific skills...
Leading a Customer Service Team focuses on equipping managers with essential skills to inspire and manage high-performing customer service teams. This course covers strategic leadership principles, effective...
One of the best ways to define superior customer service is to understand that you must go above and beyond your customer expectations during each interaction. We work hard to win clients but we should...
“The hospitality business is a lot like tennis! Those who serve well end up winning” This course takes inspiration from those specific skills required to thrive in a customer facing hospitality...
This training course equips employees with the knowledge and tools to recognise, prevent, and report sexual harassment in the workplace. We will explore behaviours that constitute harassment, understand...
This 20 minute course equips you with essential skills to nurture enduring connections with people from all walks of life. You'll learn effective communication, empathy, and conflict resolution techniques...
A meeting can be highly productive, or a waste of valuable time. Gain the confidence and skills to plan and host an effective meeting, ensuring your customer meetings are proactive and productive by discovering...
How do we put the needs and requirements of a client first, ahead of anything and everything else? Helping you deliver excellence to all your clients, all the time. Objective By the end of...
“There is only ONE boss in retail. The Customer! “ Join this module to learn about the 4 elements of ONE service; Identify the needs and wants of your customer in a retail environment, learn...
“There is only ONE boss in hospitality. The Customer! “ Join this module to learn about the 4 elements of ONE service; Identify the needs and wants of your customer and learn how to...
This course is designed for Individuals that deliver a service and have regular contact with customers. Businesses that develop great, long-term relationships with their customers are more likely to receive...
This course is suitable for Individuals that have strategic partnerships with their Customers and want to build an equal relationship. Become the trusted adviser and focus on understanding your...
This course is designed for individuals that work in a reactive business environment, responding to incoming requests and queries. This course will help you develop strong client service skills, demonstrating...
How to improve customer experience in a retail environment. This course will equip you with the skills to stand out in a customer facing retail environment. With SEEDL offering a range of client excellence...
Customer experience in the restaurant or hotel industry is everything. Learn the skills to provide a unique and memorable experience in the hospitality industry With SEEDL offering a range of client...
Bite sized hints and tips on the importance of body language and being able to interoperate with what others are feeling and how to build long lasting relationships with anyone. Microlearning is a holistic...
During this course, we’ll explore the core competencies needed to thrive in a retail leadership position. Whether a department head in a large store setting, or leading an intimate team in a small...
Complaint Management Excellence: Creating Customer Loyalty through Service Recovery by Sarah Cook is a comprehensive guide that explores the importance of effectively managing customer complaints and using service recovery as a means to build customer loyalty. Cook provides valuable insights, practical strategies, and actionable techniques to help organisations handle complaints with excellence.
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow and Claus Moller is an insightful book that challenges the traditional view of customer complaints and presents a new perspective on how organisations can leverage complaints to build customer loyalty. The authors argue that complaints should be seen as valuable feedback and opportunities for improvement rather than as negative incidents to be avoided or ignored.
Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer is a compelling book that explores the power of embracing customer complaints and turning them into opportunities to enhance customer loyalty and business success. Baer provides valuable insights, real-world examples, and actionable strategies to help organisations effectively handle customer feedback and create a culture of customer-centricity.
How to Handle Sexual Harassment in the Workplace During the #MeToo Era is a guidebook focused on addressing the pressing issue of workplace sexual harassment in the context of the #MeToo movement. This book provides actionable advice for employers, human resources professionals, and managers on how to navigate the complexities of sexual harassment allegations, improve workplace culture, and ensure compliance with legal obligations. It highlights the increased awareness and expectations for accountability that have arisen since the #MeToo movement gained global momentum.
The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business by Alan Pennington is a comprehensive guide to understanding, designing, and improving the customer experience. The book describes the importance of putting yourself in the customer's shoes and understanding their needs and preferences in order to create a positive customer experience that fosters loyalty and repeat business.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi is a book based on extensive research on customer service interactions, revealing the key factors that drive customer loyalty. The authors argue that providing low-effort experiences is critical for creating loyal customers. They provide practical strategies and tactics for creating a seamless and effortless customer experience.
In The Power of Customer Experience: How to Use Customer-Centricity to Drive Sales and Profitability, Martin Newman explores the profound impact that a customer-first mindset can have on a company's long-term success. The book highlights how adopting a customer-centric approach isn't just a way to improve customer satisfaction but a crucial business strategy that can drive revenue, profitability, and loyalty. Through practical advice and real-world examples, Newman outlines the necessary steps organisations can take to deliver exceptional customer experiences that lead to greater customer retention and advocacy.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi is a book that aims to provide businesses with strategies to create an effortless customer experience that increases customer loyalty and satisfaction. The authors conducted extensive research on customer interactions with various companies and analysed the data to identify what drives customer loyalty and satisfaction.
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations by Richard S. Gallagher is a practical guide for customer service professionals to effectively deal with difficult customers. The book provides valuable insights into the underlying causes of customer complaints, as well as scripts for handling challenging customer interactions.
Objections: The Ultimate Guide for Mastering the Art and Science of Getting Past No by Jeb Blount is a comprehensive guide that delves into the intricate realm of handling objections in the sales process. Blount, a renowned sales expert and author, offers practical insights, strategies, and a systematic approach to empower sales professionals in overcoming objections and securing successful deals.
"Leading the Customer Experience" by Sarah Cook is a comprehensive guide for organisations aiming to deliver exceptional customer service and create long-lasting customer loyalty. Cook emphasises that in today’s highly competitive market, providing an outstanding customer experience (CX) is not just a differentiator but a necessity for businesses to thrive.
"The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World" is a book written by John R. DiJulius III, a leading expert on customer service and the founder of The DiJulius Group, a consulting firm that helps businesses improve their customer experience. In the book, DiJulius provides a step-by-step guide to creating a customer-centric business and revolutionising the way companies approach customer service.