Customer Success Manager Journey

Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

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.

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.

Eighty percent of your day is spent at work. Whether you commute to an office or work from home, to a huge degree your professional success depends on your likability. Think about all your professional interactions; you work on team projects, collaborate on conference calls, sit in meetings, talk to clients, etc. These and more are situations that require your ability to be liked. However, it's not a popularity contest. Being liked doesn't mean you give up your professional integrity. Although it's not possible to be liked by everyone, this course teaches you techniques to be likable and respected by your colleagues and boss. You will also learn how to ‘get over it' when someone in the workplace does not like you.

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 only source of competitive advantage is the obsession with understanding, delighting, connecting with and serving customers. Organizations need people who are customer obsessed. People who are so interested and committed to the people they are creating and designing for that they are willing to spend time, take risks and admit that they personally might be wrong. People who are so customer obsessed that they never settle but are continually trying to understand what else they can do for their customers.

Customers are at the heart of all Six Sigma initiatives, and this focus on customers is what makes Six Sigma an outstanding organizational performance improvement program. The voice of the customer (VOC) is a Six Sigma strategy used to capture requirements and feedback from customers in order to meet their requirements. Voice of the customer is a critical input at every stage in the Six Sigma DMAIC process, particularly at the Define stage. At this stage, critical customer requirements concerning quality, cost, process, and delivery are collected and translated into measurable, actionable project goals using a number of tools. Using VOC begins with defining Six Sigma goals for collecting and analyzing customer requirements. It is imperative that Six Sigma leaders determine the critical to x (CTx) requirements concerning quality, cost, process, and delivery requirements of customers and the organization. Then the team needs to identify and select the most effective methods for collecting customer feedback and requirements. From there, customer requirements are translated into measurable, actionable project goals. This course examines how an organization uses the voice of the customer to define the problem at hand and to set the direction of its Six Sigma efforts. It discusses some common customer data collection methods - such as surveys, interviews, and focus groups - and looks at how to ensure validity and reliability in data collection. In addition, the course illustrates how tools such as CTx, SIPOC, Kano analysis, critical-to-quality (CTQ) analysis, and quality function deployment (QFD) are used to translate customer data into critical customer requirements and actionable goals for the Six Sigma team. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.

Six Sigma and Lean are business process improvement methodologies. When used together, called, naturally enough, Lean Six Sigma, they enable a system of process control and process design that can transform your business. In this course, you'll learn how to capture the voice of the customer to ensure the success of your Six Sigma project to meet or exceed expectations. This course covers effective concepts and tools for collecting and analyzing customer information, and is aligned with ASQ's 2015 Six Sigma Green Belt Body of Knowledge.

To understand the different feelings and cognitive processes a customer undergoes when dealing with your organization, you need a tool that can document every step of their experience. Customer journey mapping is one such tool, and is essential in helping you understand customer needs and define problems highlighted by their experiences. In this course, you'll discover how to create a customer journey map, a customer-centric problem solving tool that can enable you to brainstorm effective solutions to key customer pain points. You'll also explore how to recognize and prioritize specific actions to improve your customer focus while avoiding common mapping mistakes.

Your organization depends on its ability to win every customer interaction. User personas - detailed descriptions of archetypal end users - are the gateway to designing customer-centric products and experiences that address customer needs. Building user personas will help you develop products and services your customers truly want. In this course, you'll learn the essential elements of user personas and the business information to be gained from them. You'll also learn how to build a user persona, which data to include in a persona, and the qualities of an effective persona. And you'll discover what customer-centric design can tell you about your customer, and how it will benefit your business.

Human-computer interaction (HCI) deals with how people and automated systems interact and communicate with each other. It's an academic, often theoretical field that overlaps with the User Interface, or UI, and the User Experience, UX, to explore and improve the way that humans interact with the digital world. The field of HCI seeks to understand what it means to be a user of a computer, and by extension, tablets, smartphones, digital personal assistants, and the like, and how to create the kinds of products and services that will work seamlessly. As such, HCI is being utilized by businesses to add value to their enterprise in many different ways. In this course, you'll learn about enhancing the customer experience through HCI and explore possible customer barriers and technical limitations involved. You'll also learn to recognize best practices for developing HCI applications and identify current HCI trends. This course covers the benefits, challenges, best practices, and trends of HCI.

Today's digital customer is a new breed, no longer easily defined by age or generation. They are digital natives, online savvy, and using multiple channels to conduct their day to day affairs. In this course, you will learn the characteristics of digital customers and how the online world shapes their expectations. You'll learn how to utilize data and analytics using tools like conversion rate optimization and funnel analytics to build a better customer experience. You will also come to recognize the value of data privacy and the trust involved in holding customer information. Finally, you'll learn the value of maintaining the human connection online and actions an organization must take to foster the innovation necessary for meeting customer service customer experience expectations.

Today's customer is a new breed, often a digital native who spends much of their time online in the digital world. They have different priorities and expectations than generations of customers past. In this course, you will learn about meeting the needs and expectations of today's digital customers, including omnichannel and utilizing algorithm-savvy design. You'll also learn about wayfinding: ways to shape and influence their customer journey, as well as methods to individualize their customer experience (CX) through methods like digital body language. Finally, you'll learn about protecting and partnering in their data privacy and security.

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.

Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

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.

Successful people are generally excellent listeners. They're able to give others their full attention so that they can understand their needs and ask the right questions, even in difficult or stressful situations. They can also use their listening skills effectively to communicate their own goals and to build strong relationships with others. In this course, you'll learn common misconceptions about listening, how to hone your listening skills, and what to do when you encounter roadblocks to actively listening. You'll also learn how being receptive to what others are saying can go a long way to breaking down the barriers to clear communication.

Active listening skills are used by professionals in a wide range of occupations and industries to enhance their work. By being receptive and open to others, they're able to elicit and understand other people's thoughts, needs, or emotions, and then steer the conversation in an appropriate manner to a successful conclusion. In this course, you'll learn listening skills that can help in the workplace, and techniques for becoming an effective active listener. You'll also discover techniques for dealing with emotionally-charged situations, and explore how to use listening skills to your benefit during common workplace situations such as sales pitches and negotiations.

Communication is a two-way process - while one person provides information, another must not only understand what is meant, but also show that they're being receptive to that information. This requires strong listening skills - a vital asset in any business environment. In this course, you'll work on sharpening your listening skills and getting yourself in the right receptive mindset for communicating. You'll learn how to recognize the behaviors that indicate receptivity, as well as to identify the different types of listener. You'll also learn how to ask the right questions to ensure that you understand what is being communicated.

For managers, difficult conversations can be immensely stressful. Handled the wrong way, this kind of conversation can also damage your work relationships and leave you feeling unsure of your abilities. However, with the right preparation and mindset, you can make sure that you communicate difficult news with tact and diplomacy. In this course, you'll learn some basic guidelines about when and where to initiate difficult conversations, and useful steps for managing the associated stress. You'll learn how to prepare for a difficult conversation using a four-step process, so that you're confident and can make the conversation as constructive and diplomatic as possible. Finally, you'll learn how to demonstrate that you have the right mindset when communicating bad news to an employee.

Concern about the impact of a presentation can inspire presenters to improve their verbal communication skills, enabling them to get the desired results. Public speaking and business presentations can be immeasurably improved if the presenter devotes sufficient time and attention to planning. In this course, you'll learn how to define and understand your audience's characteristics, knowledge, needs, and responses. You'll also learn how to organize your presentation's timing, purpose, key points, and approach so that it is engaging, focused, and relevant. Finally, you'll learn about different presentation methods, such as PowerPoint presentations, and when they're most effectively used.

Effective business presentations need to have a sound structure. To ensure that your presentation has this structure, you need to consider its overall purpose, your audience, and the key points you'll be presenting, and then put them all together into a plan of action to guide you. In this course, you'll learn how to write the key parts of a presentation so they're memorable and effective. You'll also learn how to select and use eye-catching visual aids to bring your PowerPoint presentations to life. Finally, you'll learn how to rehearse your presentation - a key step for public speaking that will improve your verbal communication skills and build confidence for the real thing.

Whether your job includes delivering sales pitches, making PowerPoint presentations, or leading team trainings, presentation excellence can only be achieved when the standard of your public speaking matches the quality of your content. Having diligently prepared your presentation, you need to make sure that your delivery is engaging, enthusiastic, composed, and confident. In this course, you'll learn how to set up the right environment for your business presentations. You'll also learn techniques for managing stage fright and using your verbal communication skills and body language to deliver your message clearly and effectively. Finally, you'll learn about how to deal with audience questions in a Q&A session and the impact this has on your credibility.

Just as some people prefer paper to electronic books, different people prefer different presentation approaches. In this course you'll learn how to identify and develop effective and suitable presentation materials to communicate your intended message and drive business action. This course was developed with subject matter provided by the International Institute for Analytics. (www.iianalytics.com)

Does your job require you to communicate critical information to c-suite executives, such as the Chief Executive Officer (CEO)? Perhaps you have opportunities to influence executive decision making, but don't know how best to deliver your message. In order to make the most of your communication with senior executives, you need to be prepared. In this course, you'll learn how to shape your message so it's communicated clearly to your organization's c suite. You'll discover how to build your credibility with those at the senior level, such as the CFO, CIO, and COO. And you'll explore how to approach and plan meetings with senior executives, and how to make your case - whether it's with an elevator pitch or a formal report.

Discovery meetings are one of the earliest times in the sales process to build credibility, momentum, and trust. When conducted effectively, they deepen your understanding of customer opportunities and enable sales methods that leave your prospect intrigued to hear about your solutions. In this course, you'll learn some selling essentials to prepare for discovery, including how to secure the meeting, and how to conduct yourself once you are at face-to-face with the customer. The selling skills you learn will help you remain confident, avoid surprises, and get the relationship with your prospective customer off on the right foot.

Effectively expressing the value your company offers is one of the selling essentials of all sales methods. Successful sales pitches require a thorough knowledge and understanding of your company's strategies, operations, and solutions. In this course, you'll learn how to identify and articulate your company's value when selling and making pitches. You'll also learn how pitching its value to best fit your prospects' needs is part of a winning sales process.

In a sales environment where customers are well informed, deeply networked, and technically savvy, sales professionals need to arrive fully prepared to deal with educated buyers and any challenges they present. To address the challenges of this new breed of customer, your sales methods need to welcome questions, objections, and resistance factors, see them for what they are - opportunities - and be prepared with the selling skills to capitalize on them. This course is designed to give you the selling essentials you need to prepare for objections that may occur during your sales calls. You'll cover using techniques for handling questions, objections, and resistance.

Have you ever yawned your way through a presentation or meeting, and left feeling like it was a waste of your time? Maybe the meeting wasn't relevant to you or it wasn't presenting the information in an engaging way. Meetings are among the most expensive forms of communication, so it's essential to make the investment worthwhile. In this course, you'll discover a process for preparing effective meetings by establishing a clear purpose and objectives. With the right people and agenda, and solid prep work, you're nearly there! If you struggle to start meetings on the right note, this course can help you get the most out of them, saving you valuable time.

Have you ever attended a meeting or presentation that left you feeling frustrated? Despite their reputation for sometimes wasting time, meetings remain one of the most effective tools for sharing information, presenting ideas, and making decisions - if facilitated well. Meetings can be very productive; many issues can be resolved, and participants can feel grateful they attended. In this course, you'll learn how to kick off meetings and how to ensure maximum participation and buy-in. Then you'll be introduced to what to do when meetings go off track, when to intervene, and how to deal with productivity problems. You'll also learn how to close and follow up on a meeting.

Delivering a powerful message requires the message to be succinct, clear, and compelling. Even if a presentation looks great, has all the facts right, and is based on a lot of solid work, it isn't enough. In this course, you will learn about best practices to ensure your message is effectively positioned for your target audience to enable action. This course was developed with subject matter provided by the International Institute for Analytics. (www.iianalytics.com)

The right story narrative can persuade and enable company leadership to make smart, informed and intentional decisions about their business. In this course, you'll learn how to build a compelling, data-driven story that adequately answers the framed problem, and motivates action among key stakeholders. This course was developed with subject matter provided by the International Institute for Analytics. (www.iianalytics.com)

Believe it or not, everyone has the potential to be creative. If you're struggling to express your ideas, then something is getting in the way. But with the right approach and techniques, team leaders can provide a safe space that encourages brainstorming, innovating, and creative thinking. In this course, you'll learn about characteristics of creative people, how to overcome personal barriers, and how to foster team innovation in a work environment. It describes personal barriers to creativity and how to overcome them and provides strategies for enhancing creativity in the workplace. It also outlines key requirements for promoting creativity and explores techniques for fostering creativity in teams.

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. Originality is key, but your ideas also have to work within real-world constraints. In this course, you'll learn about the different stages of innovating and techniques for verifying the workability of your ideas. You'll also discover guidelines and techniques for building on and testing an idea, such as brainstorming. The course outlines when to use research and simulations to check the workability of an idea, and it discusses ways to build on ideas effectively.

In this course, you will learn techniques for developing a team of "creative gurus" - team members who excel at generating innovative ideas. You will learn ways to assemble your team, generate creative ideas, overcome barriers to team creativity, and foster a creative workplace.

Continuous learning is a response to the modern workplace: technology, staff and company direction change constantly. Continuous learners are able to adapt and obtain necessary skills and knowledge in a constantly changing workplace. Continuously learning provides you with a competitive edge in your job and in your career. In this course, you'll learn the behaviors that define continuous learning and their benefits. You'll also learn habits to practice to aid becoming a continuous learner, along with reading and learning agility strategies for encouraging life-long learning.

Effective learning is not about memorizing and reciting on a test, and it doesn't only exist in a formal educational setting. In this course, you'll learn some key strategies to boost your ability to explore, be inquisitive, and use all your senses to learn the way you prefer to learn.

Having a passion for learning and developing talent helps you stay engaged, motivated, and driven. New challenges require new ideas, new solutions, and new skills and knowledge. And this requires continuous learning and self-development. Being a passionate learner is crucial to staying motivated, engaged, and up to date. Therefore, organizations need to invest in developing employees. In this course, you'll learn about the characteristics of passionate learners. And you'll explore how to help develop a passion for learning in yourself and others.

In the workplace, there are two specific types of mindsets, or attitudes, that can either promote personal growth and resilience or hamper an employee's performance. People with a growth mindset achieve ever-higher levels of productivity and can help their organizations thrive; by contrast, people with a fixed mindset tend not to develop professionally, and may hinder an organization's goals. In this course, you'll learn about the characteristics of a growth mindset, such as perseverance, and how to distinguish it from a fixed mindset. You'll also explore methods of developing mindsets for success, and how professional growth can benefit you and your organization.

We all have individual talents and skills that make us unique in some way, but you may not be aware of your own skills or how to use them to achieve your personal and career goals. Central to reaching these goals is the ability to use continuous learning for self development. In this course, you'll learn what is meant by talent, skill, and personal development, why it's important to understand what talents you possess, and how to harness those talents through continuous learning. This course also covers techniques for identifying your unique capabilities, and outlines self-development tips you can use to fully utilize your key talents and skills.

The digital economy is revolutionizing the world of work. To stay relevant, individuals across all industries need to be open to continuous learning and developing talent. Through organizational learning, you can start developing employees by ensuring they are learning the necessary skills. In this course, you'll learn some of the key ways in which the world of work is changing and the skills that are in high demand. You'll also explore ways to choose what to learn in order to keep your skill set current, as well as develop people and encourage self-development. And you'll also explore strategies to help advance your career in the digital economy.

No matter how much experience you may have, there's always room for improvement. Self-improvement is a lifelong journey of learning that can have lasting positive impacts on your personal and professional life. By encouraging organizational learning with both established and developing employees, you can foster an environment of self-development. In this course, you'll learn about the key principles for committing to self-improvement and continuous learning. You'll also learn how to create a plan to organize self-improvement activities and start developing talent. You'll find out how to develop an effective self-improvement mentoring relationship when developing people. And you'll explore what common obstacles you may encounter in your self-improvement efforts.