Customer | How to Understand Customer Needs

COURSE
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user.1 learoy.mygo1.com

Customer | How to Understand Customer Needs

COURSE
ul
user.1 learoy.mygo1.com
A$25per person
A$25per person

Be guided on understanding the modern customer and how their needs have changed over time.

There is no question about the impact great customer service has on an organisation. How to understand customers' needs will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.

We see it often – an organisation says they're customer centric and have a customer strategy to prove it, so why do they provide such a poor customer experience? Looks like a chicken, clucks like a chicken… But it's not a chicken?! This course will help you understand how your internal processes impact your external service. It gives you tools to determine the factors that create customer value and links your service to outcome. You will also be guided on understanding the modern customer and how their needs have changed over time. That customer experience strategy of yours may just need a little tweaking so that you can truly respond to your customers' needs.

Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you're trying to create.

Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We're excited about education and want to give you the opportunity to be the best you can be.

Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to understand customer needs. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.

This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey.

What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.

 
Learning
Section 1 – Welcome to How to Understand Customer Needs

In this Module you will be able to understand the needs of our customers.

Lecture 1 – Welcome to How to Understand Customer Needsvideo
Section 2 – Customer Satisfaction

 Let’s take a look at how you can show your customers they matter to you, by exploring service from their perspective and we will also take a look at the relationship between employee and customer satisfaction and how this affects the customer experience.

Lecture 2 – The Service Profit Chainvideo
Lecture 3 – The Relationship Between Employee and Customer Satisfactionvideo
Section 3 – Internal and External Customers

Take some time to focus on our internal customers. Remember they’re the ones representing us on the outside. Let's also identify what are our needs as customers. We’ve given you a list that may help you figure out where you can focus. We consider the work of Dr Rick Nauert, on why employee satisfaction is key for customer satisfaction.

Lecture 5 – Identifying External Customer Needsvideo
Lecture 6 – Why Employee Satisfaction is Key for Customer Satisfactionvideo
Lecture 4 – A Focus on the Internal Customervideo
Lecture 7 – A Quote from Mark Cubandocument
Section 4 – The Modern Day Customer

In this module we will learn the modern day customers like the strategies, expectations of customers, why we need to exceed their expectations, experience also the buying habits and the link between decision making and emotions.

Lecture 8 – Identifying the Modern Day Customerdocument
Lecture 9 – Strategies for the Modern Day Customervideo
Lecture 10 – The Modern Shopper - Some Statsdocument
Lecture 18 – Explore Moredocument
Lecture 17 – The Link Between Decision Making and Emotionsvideo
Lecture 16 – Buying Habits of Contemporary Customersvideo
Lecture 15 – Personalising for Your Customersdocument
Lecture 14 – Rogue Wallet Gets it Rightdocument
Lecture 13 – Personalised Customer Experiencevideo
Lecture 12 – Why Exceed Customer Expectationsdocument
Lecture 11 – Expectations of Our Customersvideo
Section 5 – What’s your Game Plan?

Using the information throughout this course, take a look at these scenarios and think about what you would do in each.

Lecture 19 – What’s your Game Plan?document
Section 6 – Congratulations! You now know how to Understand Customer Needs

Congratulations! You made it!  You now know how to understand customers needs.

Lecture 20 – How to Understand Customer Needsvideo