Product Details
Topics Covered
- Customer service philosophies
- Key Performance Indicators (KPIs)
- Net Promoter Score (NPS)
- Voice of the Customer (VoC)
- Building customer loyalty
- Customer Lifetime Value (CLV)
- Customer service management
- Managing difficult customers
Course Preview
Course Description
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
Notes
This course has an "Ask the Expert" feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.
As an Accredited Provider, MindEdge offers for its learning events that comply with the Continuing Education and Training Standard.
Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive credit. Learners will have three attempts at all graded assessments.