Online Training for Customer Service Managers

Course Overview

This course provides managers with the tools and insights needed to create a superior customer experience. Participants will explore the importance of customer loyalty, key metrics like Net Promoter Score (NPS), and the Voice of the Customer (VoC) process. By examining customer service philosophies of top companies and understanding the financial benefits of exceptional service, managers will learn strategies to build loyalty, manage expectations, and handle difficult customers across various platforms.

Key Topics

• Comprehensive Customer Experience: Understanding its impact and significance.
• Benefits of Superior Service: Exploring the financial and organizational advantages.
• Leading Customer Service Philosophies: Insights from companies like Apple, Nordstrom, and L.L. Bean.
• Performance Measurements: Understanding Key Performance Indicators (KPIs).
• Net Promoter Score (NPS): Using it to evaluate customer satisfaction.
• Voice of the Customer (VoC): Leveraging customer feedback to improve service.
• Building Loyalty: Strategies for fostering long-term customer relationships.
• Customer Lifetime Value (CLV): Calculating and understanding its importance.
• Managing Customer Service: Establishing expectations and addressing service challenges.
• Service Across Platforms: Adapting approaches for in-person, phone, and online interactions.
• Handling Difficult Customers: Strategies for managing challenging situations effectively.

Learning Objectives

At the conclusion of this course, participants should be able to:

• Explain the concept of the comprehensive customer experience.
• Discuss the value of offering superior customer service.
• Describe customer service philosophies of leading organizations.
• Understand performance measurements and Key Performance Indicators (KPIs).
• Utilize the Net Promoter Score (NPS) to assess customer satisfaction.
• Apply the Voice of the Customer (VoC) process to enhance service.
• Build strategies to increase customer loyalty.
• Calculate Customer Lifetime Value (CLV) and apply it to decision-making.
• Manage customer service expectations across different platforms.
• Effectively handle challenging customer interactions.

Credits

• 0.3 IACET CEUs
• 3 ATD CI Credits

Key Features

• Mobile-friendly and audio-enabled content.
• Fully accessible materials.
• Expert support for personalized guidance.

Refund Policy

Refunds may be requested within seven days of purchase. Refund eligibility requires that less than 10% of the course content has been completed. Course progress can be tracked on the Course Progress page.

Notes

• Estimated time to complete: 3 hours.
• The course includes an “Ask the Expert” feature for submitting questions about course content. Responses are provided by subject matter experts, typically within 24 hours.
• A minimum test score of 70% is required to qualify for IACET CEUs.

Pricing and Enrollment Information

$95.00 (US) per seat.