A Manager's Guide to Superior Customer Service
Course Overview
This course explores the art and science of developing a superior customer experience. Customers are vital to any organization and superior customer service can pay large financial dividends. Learners will explore the concepts of the comprehensive customer experience, as well as the benefits to the company. The course will then discuss key performance indicators, the voice of the customer, and net promoter score. The goal of this course is to help managers build an appreciation and understanding of the importance of customer loyalty and the role customer service can play.
- Price: $95.00
- Seat time: 3h
- Course number: ew025_01_ME
- Dynamic language translation available
- Category: Customer Service
The estimated completion time for this course is 3 hours. The maximum allotted time is one month from enrollment.
Course Objectives
Explain the concept of the comprehensive customer experience
Discuss the case for offering superior customer service
Describe the customer service philosophies of leading companies including Apple, Nordstrom, L.L. Bean, and others
Discuss the concept of performance measurements and Key Performance Indicators (KPIs)
Describe the use of the Net Promoter Score (NPS)
Discuss the Voice of the Customer (VoC) process
Outline ways to build customer loyalty
Explain how to calculate lifetime Customer Lifetime Value (CLV)
Discuss the issues involved in managing customer service
Describe how to establish customer service expectations
Discuss the approach to providing customer service on different platforms (in-person, over the phone, online)
Explain approaches for handling difficult customers
Discuss the case for offering superior customer service
Describe the customer service philosophies of leading companies including Apple, Nordstrom, L.L. Bean, and others
Discuss the concept of performance measurements and Key Performance Indicators (KPIs)
Describe the use of the Net Promoter Score (NPS)
Discuss the Voice of the Customer (VoC) process
Outline ways to build customer loyalty
Explain how to calculate lifetime Customer Lifetime Value (CLV)
Discuss the issues involved in managing customer service
Describe how to establish customer service expectations
Discuss the approach to providing customer service on different platforms (in-person, over the phone, online)
Explain approaches for handling difficult customers
Course Benefits
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