MindEdge
A Manager's Guide to Superior Customer Service
A Manager's Guide to Superior Customer Service
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$808 USD
Regular price
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$808 USD
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Channel your inner C-3PO and master the droid-like efficiency and charm in customer service. Turn complaints into commendations and frowns into fandom. Ready to serve customers with a Jedi's patience? Hop aboard the Millennium Falcon of service excellence.
Course Duration:3 hours
Credits:
CEU Credits: 1
AMA PCM CEU Credits: 0
PDU Credits: 0
HRCI Credits: 10
SHRM Credits: 0
CFRE Credits: 0
ATD CI Credits: 10
ACE Credits: 0
Course Description
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.
Learning Outcomes
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
Testimonials
Cheryl G.
The course was very good, it was informative and helpful in the training of employees and granting excellent customer service.
Monica C.
This course is a ideal for new supervisors, not just in the customer service field, although all work is customer service when you serve people in any capacity. I would recommend this course, even as a refresher.
