Designing a Customer Service Strategy
Anyone who wants to develop or refresh their customer service skills.
There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it’s important for service organizations to add value to a customer’s experience by creating and implementing strong, clearly defined service standards. In this course, you’ll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You’ll also learn how to develop and implement customer service standards and strategies.
Improving Your Customers’ Experience