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Boosting the Value of Customer Service

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Study Mode: Online
Course view: 232096
Enrolled: 34733 students
Duration: Self-Paced Learning
Lectures: 21
Course type: Short Courses
Certificate of Completion: FREE
Boosting the Value of Customer Service

Customer service leadership is an exciting responsibility and it’s never been more important. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of delivering service are just a few of the challenge’s customer service teams face. Learn to lead with intention, and set a direction that is right for your customers, employees, and organization.

This practical course covers how to align customer service with company goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centers, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success.

Upon completion of this course, you should be able to:

  • Understand Why leadership is important
  • Understanding customer expectations
  • Establishing KPIs
  • Developing a service strategy
  • Improving the service process
  • Leveraging technology
  • Budgeting secrets
  • Traits of effective leaders
  • And many more.

Course Curriculum

SECTION 1: CUSTOMER LOYALTY

1
Concept of Customer Loyalty
Self-Paced
2
Customer Satisfaction
Self-Paced
3
Customer Loyalty
Self-Paced
4
Factors Influencing Customer Satisfaction and Loyalty
Self-Paced
5
Measuring Customer Satisfaction
Self-Paced
6
Importance of Customer Satisfaction
Self-Paced
7
Managing Customer Relationship
Self-Paced
8
The Value of the Customers
Self-Paced
9
Create Service Brand Relationship
Self-Paced
10
Customer Relationship Marketing
Self-Paced
11
Quiz
10 questions

SECTION 2: CUSTOMER RELATIONSHIP MANAGEMENT

1
Evaluation of Customer Relationship Management
Self-Paced
2
Schools of Thought on CRM
Self-Paced
3
Defining CRM
Self-Paced
4
Benefits of CRM
Self-Paced
5
Quiz
10 questions

SECTION 3: LEADERSHIP IN CUSTOMER RELATIONSHIP MANAGEMENT

1
What is Leadership
Self-Paced
2
Customer Service
Self-Paced
3
Importance of Leadership
Self-Paced
4
Understanding Customer Expectations
Self-Paced
5
Key Performance Indicator (KPI)
Self-Paced
6
Strategies to Improve Customer Service
Self-Paced
7
Wrapping Up
Self-Paced
8
Quiz
10 questions

SECTION 1: CUSTOMER LOYALTY

1
Concept of Customer Loyalty
Self-Paced
2
Customer Satisfaction
Self-Paced
3
Customer Loyalty
Self-Paced
4
Factors Influencing Customer Satisfaction and Loyalty
Self-Paced
5
Measuring Customer Satisfaction
Self-Paced
6
Importance of Customer Satisfaction
Self-Paced
7
Managing Customer Relationship
Self-Paced
8
The Value of the Customers
Self-Paced
9
Create Service Brand Relationship
Self-Paced
10
Customer Relationship Marketing
Self-Paced
11
Quiz
10 questions

SECTION 2: CUSTOMER RELATIONSHIP MANAGEMENT

1
Evaluation of Customer Relationship Management
Self-Paced
2
Schools of Thought on CRM
Self-Paced
3
Defining CRM
Self-Paced
4
Benefits of CRM
Self-Paced
5
Quiz
10 questions

SECTION 3: LEADERSHIP IN CUSTOMER RELATIONSHIP MANAGEMENT

1
What is Leadership
Self-Paced
2
Customer Service
Self-Paced
3
Importance of Leadership
Self-Paced
4
Understanding Customer Expectations
Self-Paced
5
Key Performance Indicator (KPI)
Self-Paced
6
Strategies to Improve Customer Service
Self-Paced
7
Wrapping Up
Self-Paced
8
Quiz
10 questions

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Boosting the Value of Customer Service
Price:
₦5,000 ₦2,500