MICRO COURSES → Customer Service Essentials

The Importance of Brand (CSE02)


Description
Know your brand. Would it surprise you to learn that knowing your brand is one of the best ways to provide top-notch customer service?

A brand isn’t only a logo, a quirky name, or a social media presence – it’s also the knowledge and passion every team member displays when dealing with customers. It means understanding company values, what they stand for, and delivering the style of service that customers expect from your brand.

Many businesses forget to tell their employees what their vision and values are, and how these flow into the brand. This lack of training can mean employees second guess and misrepresent the brand causing knock-on issues, often unintended.

Luckily, this course is designed to help you ensure you and your staff know exactly why representing your brand when interacting with customers is so important.

By the end of this course, you’ll be able to:

• Understand the meaning of a ‘brand’
• Understand how branding affects the consumer
• Identify why it’s important to breathe your brand
• Identify how lack of brand knowledge creates a bad customer experience
• Successfully train staff on your brand

Why take this course?

If your customer experience doesn’t consistently deliver on the promise your brand makes, then you have a problem. By matching customer service with your brand values, you’ll generate new leads, get better feedback, and offer consistent service across your entire company.

This course is essential for teams working directly with customers, like customer support and success, as well as those that represent the brand's voice, like marketing and sales.

15 mins | SCORM | Workbook

Content
  • The Importance of Brand
Completion rules
  • All units must be completed