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Estimated time to
complete: 3 hours
Self-Paced Online 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.
What You Will Learn:
- 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
Price: $79.00
For a course preview and to register, click here!
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