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Description
Strategic Customer Service ManagementCOURSE OVERVIEW: Welcome to the Strategic Customer Service Management course. This program will equip you with the frameworks, behavioural insights and operational strategies required to manage customer service at a strategic level. You will explore how customer service shapes business performance, how to design service systems intentionally, and how to align frontline behaviours with organisational objectives. The course emphasises long term customer
COURSE OVERVIEW:
Welcome to the Strategic Customer Service Management course. This program will equip you with the frameworks, behavioural insights and operational strategies required to manage customer service at a strategic level. You will explore how customer service shapes business performance, how to design service systems intentionally, and how to align frontline behaviours with organisational objectives. The course emphasises long-term customer value, the economics of retention, the importance of clear expectations and the leadership required to embed customer-centricity across an organisation.
This course begins by defining what strategic customer service is and why it matters. You will explore why strategic customer service goes beyond reactive problem-solving, how to start strategically, how to adopt a strategic approach, and how customer service fits into the broader business model. This section explains the importance of understanding the true role of customer service in your business and examines how customer service affects performance, loyalty and profitability.
Another learning area examines customer behaviour and the risks of inaction. You will explore why most customers do not complain, how noncomplaining customers hurt your business, and the problems that result in lost customers and revenue. This section demonstrates why employees are not the cause of most dissatisfaction and why proper handling of complaints retains customers. You will explore how keeping customers is cheaper than winning them, the economic imperative for improvement, and how to make a business case for service investments.
A further learning area clarifies key customer service concepts and tools. You will examine the DIRFT model for maximising customer satisfaction and loyalty, how to respond effectively to questions and problems, and why feeding data to the right internal parties matters. You will also explore how to capitalise on opportunities to sell ancillary or upgraded products or services and how the economic imperative links with Voice of Customer (VOC) insights.
Another learning area focuses on customer expectations and system design. You will explore the six basic guidelines for designing customer service systems and analyse what customers want and what you should deliver. This section examines customer expectations, the reasons expectations go unmet, and trends in what customers expect today. You will also review the importance of clear brand promises, consistent delivery, immediate problem resolution, genuine empathy, and the benefits of recognising and knowing your customer.
A further learning area addresses operational expectations and frontline performance. You will explore the five general expectations customers hold regarding accessibility, and the importance of accurate, clear and complete responses. This section outlines the four components of first-call resolution, the importance of reliable follow-through, and the relationship between customer education and problem prevention. You will also examine how cross-selling can create delight when done strategically and ethically.
Another learning area examines strategic goal-setting for customer service. You will explore how to set service goals strategically, what should be included in strategic service and customer experience goals, and how to operationalise process goals. This section emphasises aligning expectations, systems, behaviours and measurement to ensure customer service becomes a sustained competitive advantage.
By the end of this course you will be able to define strategic customer service, understand customer expectations and behaviour, build the economic case for service improvement, design service systems intentionally, implement operational practices that improve customer outcomes, and set strategic customer experience goals that align with organisational objectives and long-term business success.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
· What is strategic customer service?
· Why bother with strategic customer service?
· The strategic approach to customer service
· How to start strategically?
· How to adopt strategic customer service?
· How to see customer service strategically?
· The importance of understanding the true role of customer service in your business
· How customer service affects a business?
· Why most customers do not complain?
· How noncomplaining customers hurt your business?
· The problems that results in lost customers and revenue
· Why employees are not the cause of most customer dissatisfaction?
· How keeping customers is cheaper than winning them?
· Why proper handling of complaints retains customers?
· The economic imperative for service improvements
· How to make the business case for improvements in service?
· How to clarify the key concepts relative to customer service?
· The DIRFT model for maximising customer satisfaction and loyalty
· How to respond effectively to questions and problems that arise?
· Why feed data about issues to the right parties?
· How to capitalise on opportunities to sell ancillary or upgraded products or service?
· The economic imperative and VOC
· The six basic guidelines for the design of customer service systems
· What do customers want (and what should you deliver)?
· How to understand customer expectations?
· The reasons for unmet customer expectations
· The trends in customer expectations about service
· The importance of clear brand promises and consistent delivery
· The importance of immediate resolution of problems
· The importance of genuine empathy when things go wrong
· The benefits of recognition and knowledge of the customer
· The operational expectations for tactical customer service
· The five general expectations customers hold regarding accessibility
· The importance of accurate, clear, complete responses
· The four components of first-call resolution
· The importance of reliable follow-through
· The relationship between customer education and problem prevention
· The relationship between cross-selling and creating delight
· How to set service goals strategically?
· What should be included in strategic service and customer experience goals?
· How to operationalise the process goals?
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.
Shipping Notes
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Exchange/Return Notes
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