3141 - A Manager's Guide to Superior Customer Service
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.
Students have 90 days from the day they are granted access to complete this course.
Please note: Access to this course will be granted as soon as possible but may take up to 1 business day.
Credits:
- 0.3 IACET CEUs
- 3 ATD CI Credits
Learner Outcomes
After this class, you will be able to:- 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