Designing a Customer Service Strategy

Everyone
  • 7 videos | 18m 17s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.4 of 2748 users Rating 4.4 of 2748 users (2748)
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

  • 40s
  • 3m 5s
  • Locked
    3.  Mapping Customer Service Moments of Truth
    2m 55s
    Learn how to recognize moments of truth and how to map and research them to improve the customer experience. FREE ACCESS
  • Locked
    4.  Taking Action on Customer Service Moments of Truth
    2m 47s
    In this video, you will learn how to identify examples of guidelines for taking action on and evaluating customer service moments. FREE ACCESS
  • Locked
    5.  Creating Customer Service Standards
    2m 44s
    During this video, you will learn how to recognize examples of effective customer service standards. FREE ACCESS
  • Locked
    6.  Implementing Customer Service Standards
    2m 45s
    Discover how to identify examples of steps in the customer service standard development process. FREE ACCESS
  • Locked
    7.  Developing a Dynamic Customer Service Strategy
    3m 20s
    In this video, you will learn how to recall the process for staying tuned into customers' needs. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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Digital badges are yours to keep, forever.

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