Loading...
Course Description
For more details on our Writing & Communications program area, please join us for a FREE webinar on Wednesday, June 1 at 12:00 p.m. Udeni Amit, Director of Technologies, Operations & Communication Programs, will discuss how our certificates and courses can be of great value in your professional development.
This course is 56 learning hours inclusive of 6 hours of live sessions. It is recommended that students spend an average of 7 hours per week on this course.
The first course in the Certificate in Customer Service Specialization provides an overview of customer success terminology and an introduction to basic functions within a business. It will cover the need for customer success strategies, the importance of customer service professionals and trends in the marketplace. Participants will build knowledge on the evolution of customer success management including techniques on how to increase customer satisfaction, strategies, missions and visions that support customer success.
Course Outline
Each week has a one-hour online live session with the instructor. Students who are absent for a live session will have access to a recording.
- Week 1: Orientation
- Week 2: The Need for Customer Success Strategies
- Week 3: The Importance of Customer Service Professionals
- Week 4: Trends in the Marketplace
- Week 5: The Evolution of Customer Success Management
- Week 6: Strategies, Missions, and Visions that Support CS
What You Will Learn
- The formal definition of customer success management
- How to incorporate customer success into supporting customer-facing roles
- What customer service professionals do on a day-to-day basis
- The use of social media, big data and artificial intelligence (AI) in customer service
- Techniques of increasing customer satisfaction
Notes
By enrolling in this course, you will be automatically enrolled in the Certificate in Customer Service Specialization.Recommended For
- Small business owners
- General/Technical salespersons
- General managers and managers
- Executives/Supervisors
Applies Towards the Following Certificates
Loading...
Enrol Now - Select a section to enrol in
Required fields are indicated by .
