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Customer Service and Repeat Business Basics

Categories: Sales & Marketing
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About Course

Build reliable service habits before and after purchase. Practise setting expectations, owning enquiries, responding to complaints, following up respectfully and interpreting simple service and repeat-purchase measures.

What Will You Learn?

  • LO01: Set a realistic service expectation and assign an owned next action.
  • LO02: Respond to a complaint and distinguish acknowledgement from resolution.
  • LO03: Calculate basic service measures and propose a suitable retention improvement.

Course Content

Set expectations and take ownership
Create clear service promises and accurate handovers.

  • 01. Service starts with a realistic promise
  • 02. Take ownership and make a useful handover

Resolve concerns and follow through
Respond to complaints and confirm whether action worked.

Learn and retain customers
Use feedback and repeat-purchase data to improve the experience.

Assessment

Earn a certificate

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