Aspire Journeys

Customer Experience Manager Journey

  • 70 Courses | 34h 22m 56s
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Today in the Age of the Customer, competitive advantage has been redefined. Customers are in control. They have more choices than ever before resulting in sky-high expectations. The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. Customer experience managers can help track customer interactions for better customer experiences. This Journey is based on real-time market information from Burning Glass Technologies and focuses on the role of the Customer Experience Manager within organizations.

Customer Service

Customer needs lie at the heart of every service interaction. The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. Learn more about customer service.

  • 13 Courses | 5h 33m 51s

Customer Success and Experience

Today in the Age of the Customer, competitive advantage has been redefined. Customers are in control. They have more choices than ever before resulting in sky-high expectations. Learn more about customer success and experience.

  • 9 Courses | 6h 54m 46s

Communication Skills

Choosing the right communication method for the situation has a huge impact on how your message is received.  Learn more about communication.

  • 10 Courses | 3h 8m 6s

Research

It has never been more important to engage and learn from your users and luckily, it has never been easier.  Learn more about research and different methods for collecting and using information.

  • 15 Courses | 6h 26m 30s

Project Management Basics

For the new project manager, the essentials  – what you need to know to undertake your new responsibilities - are not always obvious. Project management involves a lot of moving parts.  Learn more about the basics of project management.

  • 10 Courses | 4h 58m 55s

Creativity

You might not describe yourself as a creative person, but everyday activities – like problem solving or spotting opportunities – rely on your creative thinking and innovation.  Learn more about creativity.

  • 13 Courses | 7h 20m 48s

COURSES INCLUDED

Interacting with Customers
Effectively communicating with customers increases customer satisfaction and projects service excellence. This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customer's needs.
8 videos | 31m has Assessment available Badge Certification PMI PDU
Controlling Conflict, Stress, and Time in Customer Service
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).
8 videos | 31m has Assessment available Badge Certification PMI PDU
Dealing with Customer Service Incidents and Complaints
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective  manner to succeed. This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You'll also learn how to provide accurate documentation for incident reporting.
8 videos | 27m has Assessment available Badge Certification PMI PDU
Polishing Your Skills for Excellent Customer Service
As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to enhance your interactions with customers to project service excellence. You'll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you'll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment.
7 videos | 24m has Assessment available Badge Certification PMI PDU