About This Course
You've heard that the customer always comes first, but what does that really mean for you in your career? Whether your customer is an internal stakeholder or a first-time shopper, you'll need to craft your approach to meet your audience in the moment. This class will teach you how to identify your consumer, assess what's important to them, and get to the heart of how you can build trust and success with meaningful, effective interactions.
Identify the Customer
Learn how to differentiate between internal and external customers, and understand how those interactions will be different.
Perfect Your Approach
Gain the skills you'll need to really start listening to your customer so you can accurately address their needs.
Create Lasting Relationships
Uncover how to engage a first-time customer to grow repeat business and loyalty over time.
Example Curriculum
- Importance of the Voice of the Customer (3:34)
- Sources for Listening to the Voice of the Customer (3:45)
- Recognizing Customer Disappointment (Video)
- Translating the Voice of the Customer to Key Data Inputs (3:42)
- Developing the VOC Questionnaire (4:51)
- Putting it All Together -Customer Satisfaction (2:09)
