Designing a Customer Service Strategy

  • 7 Videos | 27m 17s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
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There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth in customer relationships, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined client service (CS) standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement a customer service strategy to achieve service excellence.

WHAT YOU WILL LEARN

  • recall the importance of managing moments of truth
    recognize how to map and research moments of truth to improve the customer experience
    identify examples of guidelines for taking action on and evaluating moments of truth
  • recognize examples of effective customer service standards
    identify examples of steps in the customer service standard development process
    recall the process for staying tuned into customers' needs

IN THIS COURSE

  • Playable
    1. 
    Designing a Customer Service Strategy
    40s
    UP NEXT
  • Playable
    2. 
    What are Customer Service Moments of Truth?
    3m 5s
  • Locked
    3. 
    Mapping Customer Service Moments of Truth
    2m 55s
  • Locked
    4. 
    Taking Action on Customer Service Moments of Truth
    2m 47s
  • Locked
    5. 
    Creating Customer Service Standards
    2m 44s
  • Locked
    6. 
    Implementing Customer Service Standards
    2m 45s
  • Locked
    7. 
    Developing a Dynamic Customer Service Strategy
    3m 20s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform

Digital badges are yours to keep, forever.

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