A Manager's Guide to Superior Customer Service

Description:

A Manager's Guide to Superior Customer Service 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.

Duration: 3 hours

Content: 

  • 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 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

This online training course is categorized under the Management discipline.

0.3 CEUs offered.

Members : USD 115.00

Non-members : USD 150.00

Key:

Complete
Failed
Available
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A Manager's Guide to Superior Customer Service
Begin self-paced component package.
Begin self-paced component package. This course will take 180 minutes and will expire 365 days after purchase.
CEU
0.30 CEUs credits  |  Certificate available
0.30 CEUs credits  |  Certificate available CEUs offered.